This guide explains how to display key metrics from Zendesk on your digital signage, keeping your support team informed on ticket volumes, response times, and customer satisfaction scores.

Prerequisites:

• A Zendesk account with access to the target dashboard.
• 2-Factor Authentication (2FA) must be enabled on the Zendesk account.

Info
See our guide: How to Set Up 2FA and Get a Secret Key.

Idea: Best Practice
Create a dedicated agent account in Zendesk with a "read-only" role to securely access the reporting dashboards for display.

Step-by-Step Configuration:

1. Create the Dashboard App in Pickcel:

   • Log in to the Pickcel Console and navigate to Apps. Search for the Dashboard app and click on it. Then, click Create App.
   • Give a name to the app instance (e.g., "Live Support Stats - Zendesk").
   • Now, select Zendesk from the dropdown menu. The configuration fields will open on the right.

2. Fill in the Fields for Zendesk Dashboard Configuration:

   • This section requires precise information to generate a correct and secure Auth Token.
   • Zendesk login URL: Enter your company's unique Zendesk URL (e.g., https://yourcompany.zendesk.com).
   • Email address: Enter the email of your dedicated Zendesk agent account.
   • Password: Enter the password for that account.
   • Auth secret: Paste the 2FA Secret Key you generated for the Zendesk account.
   • Output screen URL: Log in and navigate to the Zendesk dashboard you want to display. Copy the full URL from the browser's address bar and paste it here.
   • Click Generate Auth Token. The token will be generated, copied to your clipboard, and automatically pasted into the Auth Token field on the left.

3. Enter Screen Selection Code (Optional):

   • To focus on a particular report, use the Pickcel Dashboard Screen Mapper Extension to select the area and paste the generated code into the Screen Selection Code field.

4. Set Refresh Interval:

   • This setting defines how often the dashboard is updated. For live support metrics, a short interval like 5-10 minutes is ideal.

5. Set Session Expiry:

   • This forces a fresh login to prevent session timeouts. A value of 8 hours is recommended to cover a full support shift.

6. Enable Scroll Option for the Dashboard (Optional):

   • Enable Auto Scroll: Set a duration in seconds for the dashboard to scroll from top to bottom.
   • Enable Auto Scroll Height: Set a height in pixels for the dashboard to scroll down incrementally.

7. Create and Publish:

   • After configuring, click Create App. The app instance will be available in the Media section.
   • To preview, go to Media, find your app instance by name, and click its thumbnail. If the preview looks good, assign it to your screens.

That's a wrap! 🎉

What's Next?
Your Zendesk Dashboard App is now ready. For further reading:

• To create a multi-zone layout: Learn about Compositions.
• To send it to your screens: Learn how to Publish or Schedule Content.