Case Study: Capture One achieves greater support visibility and controls launch-driven ticket surges with Geckoboard

How Capture One's Support Team use Geckoboard to provide great service and track launches

Capture One, a Copenhagen-based maker of professional photo-editing software, needed a simple way for its 14-person Support team to track performance and communicate the impact of product launches. After finding Zendesk Explore and Power BI too costly or complex to customize, Head of Support Jesper Rosenkrantz needed a lightweight dashboard to monitor key metrics—first response time, CSAT, ticket volume and oldest unassigned tickets—especially during the big seasonal surge after their December release.

They implemented Geckoboard to build a bespoke, no-code dashboard that surfaces 7- and 30-day CSAT, FRT, solved tickets and other live metrics, sharing snapshots to Slack and office screens for full visibility. The result: clearer cross-company communication about launch impacts and product issues, improved team morale through visible positive feedback, and better day-to-day tracking that helps the team prioritize work and defend support performance (including showing the scale of work like 70,000 tickets solved since Zendesk rollout).

Capture One

Jesper Rosenkrantz

Head of Support