OpenLM Metrics is a Zendesk sidebar widget that displays real-time analytics dashboards for support agents handling OpenLM license management tickets. It uses 13 Search API queries to track ticket volume, priority distribution, resolution times, and recurring issues, enabling agents to identify whether customer problems are isolated or part of broader technical trends. All data processing occurs client-side with no external storage or transmission, making it suitable for organizations managing FLEXlm and DSLS software licenses who need contextual metrics without manual reporting overhead.
Vendor Description
About OpenLM
OpenLM is a global leader in software license management, helping organizations optimize engineering software licenses (like FLEXlm and DSLS) to reduce costs and ensure compliance.
OpenLM Metrics: Real-Time Analytics
OpenLM Metrics is a sidebar widget built with the Zendesk Apps Framework (ZAF) that provides agents with an instant analytics dashboard for OpenLM-tagged support tickets. This app eliminates manual reporting by surfacing global trends directly in the sidebar, allowing agents to see if a customer's issue is isolated or part of a wider technical trend.
- Contextual Data: Displays requester and organization details for the active ticket.
- Live Metrics: Uses 13 Search API queries to track total volume, high-priority issues, and 30-day resolution trends.
- Advanced Analytics: Computes average response times and identifies top recurring ticket subjects.
- Visual Dashboards: Renders interactive pie and bar charts showing ticket status, priority distribution, and activity trends.
Data Disclosure & Privacy Notice
- Data Accessed: Requester info, ticket status, priority, and tags—strictly filtered to the 'openlm' tag—via ZAF and Search API.
- Data Usage: Used exclusively to render the in-app dashboard for the active agent.
- Storage & Security: No data is stored, exported, or transmitted to external servers. All processing occurs client-side in the browser.
- Third-Party Sharing: No data is shared with third parties. No data persists after the session.
Installation
Simply click install and start using the app.
Similar Apps
Zendesk Chat
Zendesk
Live chat provides a fast and responsive way to connect with customers in real time
Trello
Trello
Create Trello cards from Zendesk tickets.
ChannelReply
ChannelReply
Link Amazon, eBay, Etsy, Shopify, Walmart, Back Market & Newegg with Zendesk
GIPHY
GIPHY
Add GIFS and Stickers from GIPHY
Ticket Analytics
Sparkly
Display ticket metrics to agents
Relay
Zendesk Labs
Create & send WhatsApp and SMS campaigns with this app by Zendesk Labs.
