The missing half of Zendesk
Don’t be limited by standard Zendesk reports, tedious spreadsheets, and disjointed performance management tools. Consolidate performance metrics, goals, coaching, quality management, and workforce optimization to level up your Zendesk team’s productivity with Pathlight.
Say goodbye to siloed Zendesk metrics
Eliminate manual processes for consolidating performance metrics across Zendesk Support, Chat, Talk, Sell, and third party support systems.
Centralize performance management by unifying data into a single view and get realtime, actionable insights to fuel performance.
Set goals and measure performance in realtime
Streamline your metrics from Zendesk and other tools into one system of record for metrics and coaching.
Equip every frontline employee and manager with realtime insights on individual and team performance and provide clarity on the path to success from day one. Track and set goals for CSAT, quality, FCR, AHT and more.
Go beyond Zendesk Support CSAT
CSAT surveys alone does not give you a clear understanding of customer service performance.
Auto-analyze 100% of support interactions across Zendesk Support, Chat, and Talk using AI-enabled Quality Assurance.
Stay on top of support volume
Ensure the right number of agents, with the right skill sets, are staffed at the right time with intelligent workforce optimization.
Leverage performance insights and historical data to schedule, track, and forecast workforce needs across Zendesk Support, Chat, and Talk.
Create a culture of excellence
Encourage behaviors, competencies, and characteristics that most closely aligned with your business.
Gamify performance and celebrate wins through rewards and recognition using GIFts, Leaderboards, and Team Feeds.