Which feature would help an organization analyze customer service performance in Zendesk?

The Reporting tool is specifically designed to help organizations analyze customer service performance within Zendesk. It allows users to gather insights from customer interactions and support operations, enabling them to assess various key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores. This tool aggregates data from tickets and conversations, presenting it in a way that facilitates understanding and decision-making.

By using the Reporting tool, companies can create customizable reports and dashboards, making it easier to track performance trends over time, evaluate agent productivity, and identify areas needing improvement. This capability is essential for businesses aiming to enhance their customer support strategies based on data-driven insights.

Although the side conversation feature, API access, and ticket field settings serve important functions in enhancing communication, integration, and ticket organization, they do not specifically provide the analytical capabilities that the Reporting tool offers. Each of these other features contributes to efficient service delivery or system customization but lacks the comprehensive performance analysis that the Reporting tool provides.