Have you ever observed your support team sitting on a goldmine of data and unable to do anything out of it?

Customer data like tickets, chats, calls, social media comments, reviews and more — your customers are telling you everything what they want. But only if you know how to listen to their voices, you can use the data efficiently and boost your business.

On the contrary, collecting data is only the first initial step.

The real magic happens when you turn that collected data into insights you can effectively use.

And that's where Zendesk comes in. It makes your process easier by giving teams accurate clarity, structure, and visibility. With the right approach, you hasslefree turn everyday support activity into smarter decisions and deliver exceptional customer experiences.

Tollanis Solutions partner Zendesk helps teams get there with powerful yet simple analytics tools.

Why support data really matters

Support data is your direct connection to what customers feel and expect. It shows their frustrations, their questions, and the moments they get stuck. It also shows the bright spots — what your team does well and what makes customers happy.

When you analyze this data with intention, you uncover opportunities to improve response times, simplify workflows, and strengthen your support strategy. Businesses grow faster when decisions come from real customer behavior, not guesswork.

Start by deciding what you want to learn

Before diving into reports, be clear about your goals. Data only makes sense when you know what you’re trying to solve. Start with simple questions.
Are customers waiting too long for help?
Are agents spending too much time on repetitive issues?
Do certain channels grow faster than others?
Which issues show up every day?
These questions guide your reporting and help you focus on insights that actually matter.

Let Zendesk Explore reveal the story

Zendesk Explore pulls all your support information into one clean, visual dashboard. You can see volumes, trends, response times, SLAs, and customer satisfaction in real time. No more guessing. Patterns become visible.

Performance gaps become clear. You can compare channels, track team workload, and see how customer sentiment shifts over time. Tollanis Solutions partner Zendesk keeps these insights accessible even for teams without deep analytics experience.

Watch the metrics that really move the needle

Not all metrics deserve equal attention. Focus on the ones that improve your daily operations.
First response time tells you how quickly customers get that first touch.
Resolution time shows how smoothly your workflows run from start to finish.
Ticket volume trends help you plan staffing and anticipate busy periods.
CSAT exposes how customers feel after the interaction.
Reopens reveal if issues were handled properly the first time.
Every metric opens a small window into the customer journey. Together, they guide your decisions with confidence.

Look for patterns and recurring issues

Recurring issues often point to deeper problems. Use tags, fields, and categories to group similar tickets. You might notice trends like product bugs, confusing features, or missing documentation.

These patterns help you take action that reduces future tickets. Maybe your product team needs feedback. Maybe a help article needs rewriting. Maybe your onboarding materials need more clarity. Trends give you the opportunity to fix problems at the root.

Use data to make operational changes

Support operations work best when shaped by real-world data. If response times spike, adjust schedules or add specialized roles. If certain topics take too long to resolve, create macros, templates, or internal guides.

If a channel grows rapidly, add automation or more team members. If CSAT dips, investigate the specific moments where customers feel friction. Every improvement becomes easier when numbers point you in the right direction.

Create proactive support using insights

Being proactive reduces ticket volume and improves trust. When your data shows frequent confusion around a feature, create a video or self-help article.

When onboarding issues increase, add automated tips or guided steps. When you spot seasonal patterns, prepare your team before the spike hits. Proactive support makes customers feel understood before they even ask for help.

Strengthen your knowledge base with data

Your help center is often the first stop for customers. Use your data to see what content is missing or underperforming. Look for search terms with no results, articles with high bounce rates, or topics with high ticket volumes but few resources.

This tells you exactly where new or updated content can make a difference. With Zendesk Guide and Explore working together, you can continuously improve your self-service experience.

Help agents grow with transparent insights

Agents feel more engaged when they understand their strengths and areas of improvement. Share individual performance data in a supportive way. Show them how their work impacts customer satisfaction and team goals. Use insights to personalize coaching and celebrate wins. When teams feel valued and informed, productivity naturally rises.

Build automation based on real needs

Automation works best when driven by actual data. If repetitive tickets flood the queue, build macros and auto-replies. If routing slows down resolutions, set up automated assignment rules. If follow-ups are inconsistent, create automated reminders. Every automation should solve a proven problem, not just add more complexity.

Tell a clear story to leadership

Leaders respond to insights that are simple and visual. Use dashboards to highlight important wins and challenges. Share trends that impact budget planning, product improvements, or staffing. Show how data-driven actions reduce costs or improve satisfaction. When insights are communicated clearly, it becomes easier to secure support for new initiatives.

Commit to continuous learning

Support data changes constantly because customer needs change constantly. Build a rhythm of reviewing dashboards, adjusting workflows, and experimenting with improvements. Treat your support system as a living process. The more consistently you refine it, the stronger your customer experience becomes.