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Valence ITSM Financial Dashboard

Turn Zendesk tickets into SLA, cost and capacity reporting for managers.

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Valence Dynamics Ltd

About this app

About Valence Dynamics

Valence Dynamics builds reporting tools for IT service teams. ITSM Dashboard turns service desk activity into the figures a manager is asked for: what the backlog is costing, where SLAs are exposed, and whether capacity matches demand.

What it does

Zendesk records the work. ITSM Dashboard reports what the work means.

Connect your Zendesk with OAuth and the dashboard computes:

  • SLA exposure and breach history, with the liability attached

  • Mean time to resolve, backlog ageing and weekly trends

  • Cost and capacity per ticket, mapped to the business service it supports

  • First contact resolution and the cost of re-triage

  • Satisfaction alongside the figures that explain it

Results export to PowerPoint and PDF, so the monthly board pack stops being a manual spreadsheet. Teams running more than one service desk can connect Jira Service Management and ServiceNow alongside Zendesk and report across all of them in one view.

Zendesk stays the system of record. Your agents' workflow does not change.

Privacy and data handling

Read only. We never create, update or delete anything in your account. Every request we make for your data is a GET. The only request that is not a GET is to Zendesk's OAuth endpoint, to refresh our own access token.

What we read. A fixed list of ticket fields: id and source platform, subject, status, priority, created, updated and resolved timestamps, category, SLA breach state and breach time, business service, revenue impact, satisfaction score, re-triage count, logged effort and linked issue keys. Two further lookups read organisation and agent names to label aggregates, and agent names are masked before use.

What we do not read. Ticket descriptions, comments, the reporter, the assignee, requester email addresses and the raw ticket payload. This is an allowlist in our code rather than a policy someone must remember: our build fails if an unlisted field appears.

What we store. Ticket detail is not persisted. Tickets are fetched, turned into figures in memory and discarded. We retain daily aggregates, counts and averages carrying no ticket identifiers or names, for twelve months. OAuth tokens are encrypted with AES-256-GCM and are never written to logs.

Subjects are the one free text field that travels, so a figure can be traced to real work. Email addresses inside a subject are masked automatically. A name typed into a subject is not.

No Zendesk data is sold, used for advertising or profiling, or used to train any model. The optional AI summary receives computed figures, never ticket text.

Revoke access at any time from Zendesk's OAuth settings, by disconnecting in the dashboard, or by deleting your account, which removes your stored credentials and history.

Full privacy policy: https://itsmdashboard.dev/privacy

Pricing

Purchased directly from Valence Dynamics, not through Zendesk. Plans and sign up at https://itsmdashboard.dev

Detalles de la aplicación

Cómo instalar

Valence ITSM Financial Dashboard runs on our own infrastructure and connects to your Zendesk with OAuth. There is nothing to install inside Zendesk, and no changes are made to your agents' workflow.

Getting started

  1. Go to https://itsmdashboard.dev and choose Start Free Trial.

  2. Create your account with your work email address, then confirm it from the email we send you.

  3. Sign in and open Connections.
  4. Choose Zendesk from the platform list.

  5. Enter your Zendesk subdomain. If your Zendesk address is mycompany.zendesk.com, enter mycompany.

  6. Click Connect with Zendesk (OAuth). You are taken to Zendesk's own sign in page.

  7. Review the access being requested and approve it.

  8. You are returned to your dashboard and your figures begin to load.

What you are approving

Read only access to tickets, organisations and users. We never create, update or delete anything in your Zendesk. We do not read ticket descriptions, comments or requester email addresses. No API token is created and none is shared with us.

Who can do this

Anyone who can sign in to your Zendesk and approve an OAuth authorisation. No administrator change is required inside Zendesk.

Disconnecting

Disconnect at any time from Connections in the dashboard, or revoke our access from Zendesk Admin Center under Apps and integrations, APIs, OAuth clients. Deleting your account removes your stored credentials and your history.

Trial and pricing

A 7 day free trial with full access and no card required. Plans are purchased directly from Valence Dynamics at https://itsmdashboard.dev, not through Zendesk.

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