You can't manage
what you can't measure.
Your Zendesk has been running for months — maybe years. But can you answer these confidently: What's your real CSAT? Where are SLAs breaking? Which agents are struggling? If the answer is "not really" — your reporting isn't working for you.
Bad reporting doesn't
just look bad. It costs you.
Most Zendesk teams are flying blind — not because the data isn't there, but because nobody set up the reports that actually matter. Problems compound silently until a customer complains loudly.
Two reports, two different answers. Someone pulls numbers manually from three different places and formats them in a spreadsheet every week. Management makes decisions based on gut feel. Agents don't know how they're performing. And problems that should have been caught in week one compound quietly for months. We've seen this at companies of every size — and it's always fixable.
Two reports, two different answers. Nobody knows which one is right so nobody uses either. Decisions get made on gut feel instead of data — and everybody knows it but nobody says anything.
By the time a missed SLA shows up in a report, the damage is done. You need alerts that fire before the breach, not after — and a dashboard that shows at-risk tickets in real time.
The score went down. But why? Which channel? Which team? Which ticket type? Without proper reporting you're treating the symptom not the cause — and the score keeps dropping.
Your agents don't know how they're doing. No personal metrics, no benchmarks, no coaching data. Great agents stagnate and poor performance goes unchecked — all because the reporting was never built.
Built on consistent logic.
Not guesswork.
Good reporting starts with understanding what decisions the data needs to support — then working backwards to build reports that answer those questions reliably.
Reports and dashboards your
team will actually use.
One fixed-price project. Every dashboard built with consistent logic, validated against real data, and designed for the audience that needs it.
Loved by teams
around the world
"Skyscanner has worked with Dominic and the team at ROCA for a number of years, mainly using their expertise in Zendesk help site customisation. They are always approachable, working efficiently to find solutions to often complex problems. Their professional advice is always spot on, and they truly are experts in their field. I would absolutely recommend ROCA as a reliable and good value business partner."
"We are very pleased with our entire experience with ROCA. They carefully listened to our goals and developed a course of action tailored specifically to our most urgent needs."
"Within 24 hours, ROCA provided a comprehensive analysis with actionable next steps — process improvements, agent behavioral changes, and focus areas for our contact center. Incredibly fast and thorough."
"Dominic and his team are professional, technically brilliant, intelligent, and helped us deliver our implementation project on time and within budget. Fees are extremely competitive!"
"They didn't just knock it out of the park — they redefined the standard. The team is incredibly competent and reliable, giving us total peace of mind from start to finish. They turned our outdated platform into a stunning, on-brand experience."
The people who'll
actually do the work
No hand-offs to juniors. The people you speak to are the people building your Zendesk.
12 years building and optimising Zendesk for companies across 30+ countries. 400+ implementations delivered. Personally involved in every project scoping and quality sign-off.
Deep Zendesk configuration specialist. The person in the trenches making sure every trigger, automation, routing rule, and AI flow is exactly right before anything goes live.
Built by people who understand CX.
Not just BI.
Anyone can pull a chart out of Zendesk. The hard part is knowing which metrics matter, how to structure them for different audiences, and how to make sure the numbers are telling the truth.
Ready to see what's really going on?
Book a free 30-minute call. We'll review your current reporting setup and tell you exactly what's missing — no commitment, no pressure.
Get Your Reporting Quote →Certified Zendesk Advanced Partner. Official partner — you get Zendesk vendor support plus ours.
You're in safe hands.
Here's our promise.
With 12 years of experience, we make sure you get exactly what you need — can't have you complaining to Zendesk about us 😅
Try us for two weeks. If you don't see the value, you walk away and pay nothing. No questions asked.
Sign up for just one month. Cancel anytime, or switch to a smaller (or the same) plan later if you prefer.
You only pay once the work is done and you're happy with it. No upfront payments, no nasty surprises.
Let's build your reporting suite
Fixed-price. Certified. Built natively in Zendesk. Tell us about your setup and we'll come back with a quote within one business day.