Ticket Goal Tracker

We build productivity tools for Zendesk support teams that help managers run leaner, more accountable operations without adding overhead.

Ticket Goals gives support managers a real-time view of how agents are tracking against their weekly ticket targets - and gives agents a clear, always-visible picture of where they stand.

When an agent opens any ticket, a right-panel widget shows their solved count, a projected total including pending tickets, and a pace indicator updated throughout the week. No digging through reports, no manual tallying.

For admins, a dashboard surfaces every agent in your enabled groups with their current progress, projected totals, and flagging status - all in one table.

Key features:

• Per-agent weekly goals, editable inline or in bulk

• Configurable working days per agent (not every agent works 5 days)

• Day-aware pace tracking: expected progress rises as the week advances

• Risk flagging with an adjustable threshold - flag agents who fall behind expected pace by more than X percent

• Toggle between solved-only or solved + pending when calculating risk

• Bulk goal and working days editing across multiple agents

• Group filtering and at-risk filtering in the admin dashboard

• Summary cards showing agents at risk, on track, average progress, and goal completions

• Week starts Monday

Typical use case: An admin sets each agent's weekly goal and working days once during setup. Each week, Ticket Goals automatically measures progress against those targets - and by mid-week, the dashboard flags anyone whose solved count has dropped more than 10 percent below expected pace, before it becomes a Friday problem.

Data access: This app reads ticket and user data from Zendesk (ticket status, assignee, and group information) to calculate solved and pending counts. Goal and working-days configuration is stored in two custom user fields on each agent. No data is sent to or stored outside of Zendesk.

Questions or issues? Contact us at hello@supportfoundry.net.