Zendesk

Zendesk Advanced Analytics

Zoho Analytics advanced analytics for Zendesk enables you to easily analyze your data in Zendesk and keep track of key help desk metrics. This helps support managers slice and dice their help desk data and create and analyze reports such as agents' performance, NPS score, ticket inflow, satisfaction rating, and much more.

General

  1. What is Zoho Analytics?
  2. Why Zendesk Advanced Analytics connector?
  3. What do I get when I use this connector?

Setup

  1. How do I setup the Zendesk Advanced Analytics connector?
  2. How long should I wait for my Zendesk company data to initially appear in Zoho Analytics?
  3. I received an email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?
  4. How frequently can I synchronize my data with Zoho Analytics?
  5. Can I edit the Zendesk connector Synchronization setting?
  6. Can I synchronize my Zendesk company data instantly?
  7. In whose account will the Zendesk connector be setup?
  8. What are the modules in Zendesk on which I could create reports using this connector?
  9. How to create reports with this connector?
  10. Can I setup the Zendesk connector in any other existing workspace or in any other advanced analytics workspace?
  11. Can I configure multiple Zendesk setups? If yes, how?
  12. Can I transfer my Zendesk connector to another admin account?
  13. How can I remove the setup?

Reporting Features

  1. What are the report types supported by Zoho Analytics?
  2. What are the default reports & dashboards created by Zoho Analytics, on setting up this connector?
  3. Can I modify the default reports that have been created by the Zoho Analytics connector? If so, how?
  4. How do I create reports using fields/columns across different modules?
  5. What are 'Formulas' in Reports?
  6. What are the default formulas added by Zoho Analytics, on setting up this connector?
  7. How do I create my own custom formulas in Zoho Analytics?
  8. Can I add/modify data in the Zendesk data tables (modules) from within Zoho Analytics?
  9. Can I add new columns to the Zendesk data tables (modules) from within Zoho Analytics?
  10. Can I add new data tables in this Workspace to create reports & dashboards?
  11. Can I combine data from other sources with the data from Zendesk to create reports and dashboards?
  12. Can I join data from multiple tables to create reports?
  13. What are Query Tables?

Users, Sharing & Collaboration

  1. How do I share the reports in Zoho Analytics with my colleagues?
  2. Why are other members in my company not able to access the reports created?
  3. How can other members in my company create reports?
  4. Why can't other users edit the reports that I have shared to them?
  5. Can I share the same report created to multiple users with different criteria associated, so that they see different data?
  6. Can I export a report/dashboard?
  7. How can I print the reports & dashboards created in Zoho Analytics?
  8. How can I email reports & dashboards created in Zoho Analytics in a scheduled manner?
  9. How do I embed my reports in my intranet, blog or presentation?

Help & Support

  1. How do I get technical support on Zoho Analytics connector?
  2. Can I have someone from Zoho do a demo of this connector for me?

General

1. What is Zoho Analytics?

Zoho Analytics is an on-demand reporting and business intelligence solution that helps you derive insights on your business data through its powerful reporting and analytical capabilities. You can create dynamic reports in minutes, with no IT help.

It offers the following important capabilities:

 2. Why Zendesk Advanced Analytics connector?

Zendesk Advanced Analytics enables you to import your helpdesk data in Zendesk into Zoho Analytics for advanced reporting and analysis. This connector brings in all the capabilities of Zoho Analytics described above to Zendesk users.

 3. What do I get when I use this Connector?

As a Zendesk user using this connector brings you immense benefits. You get to look at your helpdesk data in Zendesk in ways you couldn't have looked at before. It enables you to do powerful analysis and create insightful reports & dashboards. You can create a wide range of reports including agents' performance, NPS score, ticket inflow, satisfaction rating and do much more with ease.

Zoho Analytics drag-and-drop based reporting is so easy to use that you could create any report or dashboard on your Zendesk data with no IT help or technical knowledge and share them to your colleagues.

Setup

 1. How do I set up the Zendesk Advanced Analytics Connector?

Also refer,

 2. How long should I wait for my Zendesk data to initially appear in Zoho Analytics?

After configuring this connector, you might have to wait some time for the initial fetch to happen. You will receive an email notification once the import is complete. If you access the workspace before the initial fetch, it will not display any data.

 3. I received an email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?

The import/sync process of your Zendesk data can fail sometimes, due to a variety of reasons. Hence you may receive such mails occasionally. The Zoho Analytics team will look into it immediately and get back to you, after taking the required corrective action.

Case 1: You will receive the Setup Process Failed mailwhen there is a failure during the initial fetch. In this case we request you to:

  • Open the workspace in which you have set up the connector.
  • Select the Data Sources button from the side panel, and if multiple connectors are setup, select Microsoft Dynamics CRM from the options listed.
  • In the Data Sources tab that appears, click the Retry Now link.
  • If the issue persists please do write to onprem-support@zohoanalytics.com. We will look into it and get back to you immediately.

Case 2: You will receive the Synchronization Failed mail if there is any failure during the data synchronization process between Zendesk and Zoho Analytics, after the initial setup & import of data. This might be a momentary failure due to any internal issues. This import schedule will get suspended if there are five successive failures.

 4. How frequently can I synchronize my data with Zoho Analytics?

You will be able to synchronize your data at one of the hourly intervals mentioned below.

  • 12 Hours
  • 6 Hours
  • 3 Hours

 5. Can I edit the Zendesk connector Synchronization setting?

Yes, you can edit the Zendesk connector synchronization setting if you are the administrator of the Zoho Analytics account.

To do so,

  • Open the Zendesk Insights workspace.
  • Select the Data Sources button from the side panel, and if multiple connectors are setup, select Zendesk from the options listed.
  • In the Data Sources tab that opens, click the Edit Setup link.

 

  • Make the necessary changes and click Save.

 6. Can I synchronize my Zendesk data instantly?

Yes, you can synchronize your Zendesk data instantly when needed.

To synchronize your data instantly:

  • Log in to your Zoho Analytics account.
  • Open the corresponding workspace.
  • Select the Data Sources button from the side panel, and if multiple connectors are setup, select Zendesk from the options listed.
  • In the Data Sources tab that opens, click Sync Now.

 

  • Zendesk data will get instantly synchronized.

 7. In whose account will the Zendesk connector be setup?

It will be setup in the corresponding Zoho Analytics account of the Zendesk Administrator who has configured this connector.

 8. What are the modules in Zendesk on which I can create reports?

Data from the following modules get synced into Zoho Analytics

  • Agents
  • Groups
  • NPS Surveys
  • NPS Recipients
  • NPS Responses
  • Organizations
  • Tickets
  • Users

 9. How can I create reports using this connector?

You can easily create custom reports in the form of chartspivot tablessummary and tabular views in Zoho Analytics. Click the corresponding links to learn more about creating reports. These reports can also be organized together to form intuitive dashboards. Refer this documentation to learn more about creating dashboards.

 10. Can I setup the Zendesk advanced analytics connector in any other existing reporting workspace or in any other advanced analytics workspace?

Yes, you can setup the Zendesk connector in any of the existing reporting workspace or in any of the advanced analytics workspace to analyze data together. To do this,

  • Open the workspace into which you would wish to import your Zendesk data
  • Click the Import Data button in the Explorer tab or Select Create > New Table/Import Data.
  • In the Create New Table tab that opens, select Import from Zendesk.
  • In the Import from Zendesk dialog that opens, authenticate your Zendesk account.
  • Select the modules that needs to be imported into Zoho Analytics.
  • Select the necessary schedule import options in the Schedule Import Settings section and click Next.

Your Zendesk data will be imported into your workspace. Refer to this setup presentation.

 11. Can I create multiple Zendesk setups? If yes, how?

Yes, you can configure multiple Zendesk setups in the same workspace or in a different workspace .

If you wish to import the data in an individual workspace refer to this question.

To import data from multiple organization into the same workspace,

  • Open the workspace in which you have setup the connector
  • Click the Import Data button in the Explorer tab or Select Create > New Table/Import Data.
  • In the Import from Zendesk dialog that opens, authenticate your Zendesk account.
  • Select the modules that needs to be imported into Zoho Analytics.
  • Select the necessary schedule import options in the Schedule Import Settings section and click Next.
  • Click Create.

 12. Can I transfer my Zendesk connector to another admin account?

At present, we do not provide an option in the user interface. If you require this transfer, please mail us at onprem-support@zohoanalytics.com and we will do this for you.

 13. How do I remove this setup?

  • Log in to your Zoho Analytics account.
  • Open the corresponding workspace.
  • Select the Data Sources button from the side panel, and if multiple connectors are setup, select Zendesk from the options listed.
  • In the Data Sources tab that opens, click the Settings icon and select Remove Data Source as shown in the snapshot.

 

Reporting Features

 1. What are the report types supported by Zoho Analytics?

Zoho Analytics supports a wide variety of reports.

  • Charts
    • Pie
    • Bar
    • Stacked bar
    • Line
    • Smooth Line
    • Scatter
    • Combination
    • Area
    • Stacked Area
    • Web
    • Funnel
    • Doughnut
    • Table View
  • Pivot tables (Matrix Views)
  • Summary view
  • Tabular view
  • Dashboards (multiple reports arranged in the same page)
  • KPI Widgets

 2. What are the default reports & dashboards created by Zoho Analytics, on setting up this connector?

When you setup/configure the Zendesk Integration Connector, 75+ default reports & dashboards are automatically created. These hand-picked reports will be pretty useful in analyzing your help data effectively.

 3. Can I modify the default reports that have been created by this connector? If so, how?

Yes, you can modify the default reports. If you are the Administrator or a Workspace Admin of the Zoho Analytics account in which the Connector is configured. To modify the reports click the Edit Design button in a report's toolbar and you will be able to make the changes. If you are just a user who's been shared the report, save a copy of the report by clicking Save > Save As. Now you can edit this new copied report.

 4. How do I create reports using fields/columns across different modules?

Columns from across different Zendesk modules are joined by default. Therefore, you can create reports by simply dragging and dropping the respective columns.

 5. What are 'Formulas' in reports?

Formulas are calculations that you could define using the powerful formula engine in Analytics Plus to help create required reports. Refer Adding Formulas in Zoho Analytics to know more.

 6. What are the default formulas added by Zoho Analytics, on setting up this connector?

The default formulas added by Zoho Analytics are listed below. You can view these formulas by opening the corresponding table and selecting Add > Edit Formulas from the toolbar.

The below table lists all the default formulas that will be created in the Tickets table:

Formula NameFormulaFormula TypeDescription
Ticket Age in Daysdatediff(currentdate( ),"Created at")CustomNumber of days since the ticket was created
Assign Time (min)

(unix_timestamp("Initially assigned at") - unix_timestamp("Created at"))/60

CustomTime taken in minutes to assign a ticket to an agent
Assign Time (hrs)"Assign Time (min)"/60CustomTime taken in hours to assign a ticket to an agent
First Reply Time (hrs)"First reply time in minutes within business hours"/60CustomDisplays the number of hours between the time a ticket is created, and the first reply for a ticket.
First Resolution Time (hrs)"First resolution time in minutes
within business hours"/60
CustomDisplays the number of minutes between the time a ticket is created, and the resolution provided for the ticket.
Ticket Touchesif("Assignee stations"< = 1,'One Touch','Multi Touch')CustomDisplays if the ticket was handled by a single agent or multiple agents.
Agent Wait Time (hrs)("Agent wait time in minutes

within business hours"/60)
 
CustomDisplays the number of hours the ticket has been in a pending state awaiting customer response
Status Groupif(("Status" in ('Solved' ,'Closed')),
'Completed','In Progress')
CustomDisplays the status of the ticket.
Completion Age Tierif(isnull("Resolution time"),'Not Resolved', if("Resolution time"< = 6,'0 - 6 Hours', if("Resolution time" > 6 and "Resolution time"< = 12,'6 - 12 Hours', if("Resolution time" > 12 and "Resolution time" < = 24,'12 - 24 Hours',if("Resolution time" > 24 and "Resolution time" < = 48, '24 - 48 Hours', 'Above 48 Hours')))))Custom

Age tier of the completed ticket. Possible options are

  • Not Resolved
  • 0 to 6 hours
  • 6 to 12 hours
  • 12 to 24 hours
  • 24 to 48 hours
  • above 48 hours.
First Reply Time Age Tierif(isnull("First Reply Time (hrs)"), 'Not Responded', if("First Reply Time (hrs)" < = 2 , '0 - 2 Hours', if("First Reply Time (hrs)" > 2 and "First Reply Time (hrs)" < = 5, '2 - 5 Hours', if("First Reply Time (hrs)" > 5 and "First Reply Time (hrs)" <= 8, '5 - 8 Hours',if("First Reply Time (hrs)" > 8 and "First Reply Time (hrs)" <= 12, '8 - 12 Hours', if("First Reply Time (hrs)" > 12 and "First Reply Time (hrs)" < = 24, '12 - 24 Hours','Above 24 Hours'))))))Custom

Age tier of the First reply for the tickets.

Possible options are:

  • Not Responded
  • 0 to 2 hours
  • 2 to 5 hours
  • 5 to 8 hours
  • 8 to 12 hours
  • 12 to 24 hours
  • above 24 hours.
Ticket Age Tierif( "Ticket Age in Days" > = 0 and "Ticket Age in Days" < =15 , ' 0 - 15 Days',if( "Ticket Age in Days">15 and "Ticket Age in Days" <=30 , '16 - 30 Days',if( "Ticket Age in Days">30 and "Ticket Age in Days" <=45 , '31 - 45 Days',if( "Ticket Age in Days" > 45 and "Ticket Age in Days" <=60 , '46 - 60 Days',if("Ticket Age in Days" > 60, 'Over 60 Days', 'Invalid Age')))))Custom

Age tier of all Tickets.

Possible options are

  • 0 to 15 days
  • 16 to 30 days
  • 31 to 45 days
  • 46 to 60 days
  • Invalid age.
Ticket handling Modeif(isnull("Solved at"), if(datediff( "Due date",currentdate( )) < 0, 'Overdue','Ongoing'),if(datediff( "Due date","Solved at") < 0, 'Overdue','In Time'))CustomDisplays the ticket handling mode ie. if the ticket is solved, ongoing or overdue.
Resolution timeif("Status Group"='Completed',round("Full resolution time in minutes"/60),null)CustomDisplays the resolution time of the ticket
% Resolved((countif("Tickets"."Status Group" = 'Completed'))/(count ("Tickets"."Id")))*100AggregatePercentage of the tickets resolved
Satisfaction score %countif("Tickets"."Satisfaction Score"='Good')/countif ("Tickets"."Satisfaction Score"='Good' OR "Tickets"."Satisfaction Score"='Bad'))*100AggregatePercentage of good responses received from the customers of the resolved tickets
Resolved Ticketscountif("Tickets"."Status Group"='Completed')AggregateProvides the count of resolved tickets
Fast Resolution count (< 2 hrs)countif("Tickets"."Resolution time"<2)AggregateProvides the count of tickets responded within 2 hours
Unresolved Ticketscountif("Tickets"."Status Group"='In Progress')AggregateProvides the count of unresolved tickets
Unsatisfied responses countcountif("Tickets"."Satisfaction Score"='Bad')AggregateProvides the count of unhappy customers
Solved Tickets - Overduecountif("Tickets"."Ticket handling Mode"='Overdue' AND "Tickets"."Status Group"='Completed')AggregateNumber of tickets solved after the set due date (overdue)
Solved Tickets - In Timecountif("Tickets"."Ticket handling Mode"='In Time' AND "Tickets"."Status Group"='Completed')AggregateNumber of tickets solved in time
Solved and In Progress Tickets - In Timecountif("Tickets"."Ticket handling Mode"!='Overdue')AggregateNumber of tickets in progress or solved in time
Overdue Ticketscountif("Tickets"."Ticket handling Mode"='Overdue')AggregateProvides the count of tickets over due
% of Tickets - In Time("Tickets"."Solved and In Progress Tickets - In Time"/count("Tickets"."Id"))*100AggregatePercentage of tickets in progress or solved in time
% of Overdue Tickets("Tickets"."Overdue Tickets"/count("Tickets"."Id"))*100AggregatePercentage of solved and in progress tickets overdue

The below table lists all the default formulas that will be created in the NPS Responses table:

Formula NameFormulaFormula TypeDescription
Rating Groupif ("Rating"< 7, 'Detractors', if ("Rating<9, 'Passives', 'Promoters'))Custom

Displays the rating group. ie, based on the rating if it is a

  • Promoter (if the rating is 9 or 10)
  • Detractor (if the rating is less than 7)
  • Passive (if the rating is 7 or 8)
NPS Score

((countif("NPS Responses"."Rating Group" = 'Promoters') - countif("NPS Responses"."RatingGroup"='Detractors'))/
count("NPS Responses"."Id"))*100

AggregateDisplays the NPS score
Response Rate(count("NPS Responses"."Id") / count("NPS Recipients"."Id"))*100Aggregate

Percentage of the users who have responded to the survey

Avg Time Taken to Respondavg(dateandtimediff (HOUR,"NPS Responses"."Delivered at","NPS Responses"."Rated at"))AggregateDisplays the average time taken to respond

The below table lists all the default formulas that will be created in the NPS Survey table:

Formula NameFormulaFormula TypeDescription
Relationship

if("Relationship id"=0,'A Friend or Colleague', if("Relationship id"=1,' A Friend', if("Relationship id"=2,'
A Friend or Family Member', if("Relationship id"=3,' A Colleague','Someone You Know'))))

CustomThe relationship between the person taking up the survey and the company that sends out survey

 7. How do I create my own custom formulas in Zoho Analytics?

Refer the Adding Formulas in Zoho Analytics help page.

 8. Can I add/modify data in the Zendesk data tables in Zoho Analytics?

No, you cannot add/modify data in the Zendesk data tables. Data from Zendesk modules gets automatically synched into Zoho Analytics in the different tables (one table for one module). You cannot edit any of this data or add new data records from within Zoho Analytics.

However you can add new tables and add/import data into that, to create reports combining it with the data from Zendesk.

 9. Can I add new columns to the Zendesk data tables in Zoho Analytics?

No, you cannot add new columns. But, you can add Formula Columns and Aggregate Formulas (i.e., calculated fields) to these tables to help you create powerful reports. Refer Adding Formulas to know more on this.

 10. Can I add new data tables in this workspace to create reports & dashboards?

Yes, you can add new data tables. Click Create > New Table / Import Data to add a new table in the existing Zendesk workspace.

With this feature, you can import data from other sources or add them manually into your Workspace to analyze and create reports combining this with your Zendesk data. You can also import data from other business applications like Google Analytics, Salesforce CRM etc.

Refer:

 11. Can I combine data from other sources with the data from Zendesk to create reports and dashboards?

Yes, you can combine data from your other sources with your Zendesk company data for analysis.
To do this, you need to add/import a new data table into the Zendesk Workspace as explained in the previous question and then define a look-up to join it with the table from Zendesk.

To define a lookup relationship between two tables, it is essential that the tables have at least one column which is common between them. Follow the below steps to look up a column from Zendesk along with the data from any other source.

  • Open the corresponding table, right click the column header and selectChange to Lookup Column.
  • In the Change to Lookup Column dialog that opens, select the column to look up.
  • Click OK

Please do note that you cannot create a Lookup column inbetween the Zendesk tables. Click here to learn more. 

 12. Can I join data from multiple tables to create reports?

Yes, you can join data from multiple tables to create the reports. Refer tothe previous question for detailed help on this.

 13. What are Query Tables?

Zoho Analytics allows you to pull the data required by writing standard SQL SELET Queries. This feature is called Query tables, using which you can also combine data from different tables and create reports from the same. View this demo video to learn how to create query tables.

 Users, Sharing & Collaboration

 1. How do I share the reports in Zoho Analytics with my colleagues?

You can share the default reports provided in the Zendesk Connector and the reports you create, with other users in your portal. Refer to Sharing and Collaboration help page for more details on this.

Once you privately share a report to your colleagues they will be able to access the reports as you do. Refer here to know how to access the reports.

 2. Why are other members in my company not able to access the reports that I create?

When a Zendesk Administrator configures the Zendesk - Zoho Analytics connector, the tables and reports will be available only to him/her, by default. The Administrator has to share the workspace with other members of the company. Only then will the default reports be accessible by those members.

To know more, refer to Sharing and Collaboration help page.

 3. How can other members in my company create reports?

The Zendesk Administrator who has setup the connector should share the tables present in Zendesk Advanced Analytics workspace with other members of the company. Once this is done, the shared users can create reports based on those tables.

To know more, refer to Sharing and Collaboration help page.

Note
  • If you add a user as a Workspace Admin in the Zendesk Workspace created in Zoho Analytics, the user will be able access all the data & reports, create new reports and do any operation that you could do on the workspace

 4. Why can't other users edit the reports that I have shared to them?

This is the expected behavior. If the user being shared to is a workspace admin, they can edit the reports. If a normal user wants to edit a report, they can save the report in their account under a different name using the Save As option, after which it can be edited. 

 5. Can I share the same report created to multiple users with different criteria associated, so that they see different data?

Yes, you can. Refer the topic Apply filter criteria.

 6. Can I export a report/dashboard?

Yes, you can export the report/dashboard in various file formats such as CSV, EXCEL, PDF, HTML and Image. Click to know more.

 7. How can I print the reports & dashboards created in Zoho Analytics?

In order to print the report/dashboard, you first need to export it. You can export the report in various file formats such as CSV, EXCEL, PDF, HTML and Image. Click to know more.

Note
  • If you are a user to whom a report has been shared and you want to take a print, ensure you have been provided the Export permission by the Administrator to the report, only then you will be able to print the report.

 8. How can I email reports & dashboards created in Zoho Analytics in a scheduled manner?

If you are the Administrator of the Zoho Analytics connector or a Workspace Admin, you can schedule reports and dashboards to be emailed automatically. Refer to the email schedule section in this help documentation.

 9. How do I embed my reports in my intranet, blog or presentation?

You can easily embed the reports & dashboards created in Zoho Analytics in your website, web application or blog. Refer Embedding in Web Pages/Blogs to know more about this.

 Help & Support

 1. How do I get technical support on Zoho Analytics connector?

We offer 24x5 technical support (Monday to Friday). In case if you need our assistance kindly do mail us your questions to onprem-support@zohoanalytics.com.

You can also reach us on our toll-free numbers:

  • United States: +1 408 454 4202
  • India: +91-44-46447058 Extn: 6222

 2. Can I have someone from Zoho do a demo of this connector for me?

Yes, certainly. Register for a demo on this page.


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