Zendesk Advanced Analytics

Zendesk Advanced Analytics

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

Users, Sharing & Collaboration

  1. How do I share the reports in Analytics Plus 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 Analytics Plus?
  8. How can I email reports & dashboards created in Analytics Plus 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 Analytics Plus connector?
  2. Can I have someone from Analytics do a demo of this connector for me?

General

1. What is Analytics Plus?

ManageEngine Analytics Plus is an on-premises reporting and business intelligence service that helps you to easily analyze your IT data and create insightful reports & dashboards for informed decision-making. It offers the following important capabilities:

Import data from different sources: 

Ease of use:

  • ‌Drag and drop report building capability with an user-friendly interface.
  • Little or no technical expertise needed.
  • Auto analysis feature builds charts and dashboards for any type of data.

Powerful visualizations:

  • Turns your table data into visualizations.
  • Auto-selects the right type of chart based on data type.
  • More than 30 types of charts to represent your data.

Intuitive dashboards:

Custom functions:

  • Built in formula engine that lets you choose from a wide range of mathematical and statistical functions. 
  • Use custom formulas or aggregate formulas to derive new columns.

Sharing and Collaboration:

Exporting data:

Out-of-the-box Integrations:

Also, check out our Getting Started Video.

 2. Why Zendesk Advanced Analytics connector?

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

  • A full-featured business intelligence (BI) and reporting tool that can slice & dice your Zendesk data to create any report/dashboard you require.
  • Over 75+ handpicked reports/dashboards that anyone using Zendesk will find great value in.
  • Create your own reports and dashboards based on not only your Dynamics CRM data but also from other data sources and integrations
  • Share reports and dashboards with your colleagues.
  • Schedule and email your reports whenever you want.
  • Export your reports as PDF, HTML, Excel, CSV and image files.
  • Embed your reports on websites, blogs etc.

 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.

Analytics Plus 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 to Setup Zendesk Advanced Analytics Connector?

Also, refer:

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

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 Analytics Plus 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 Zendesk from the options listed.
  • In the Data Sources tab that appears, click the Retry Now link.
  • If the issue persists please do write to analyticsplus-support@manageengine.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 Analytics Plus, 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 Analytics Plus?

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 Analytics Plus 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 Analytics Plus 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 Analytics Plus 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 Analytics Plus

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

 9. How can I create reports using this connector?

You can easily create your own reports using the drag & drop designer of Analytics Plus.

To do so, refer the following content:

Note
  • To create your own reports using this connector, you need to either be the administrator or the workspace owner.

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

Yes, you can setup the Zendesk connector in any of the existing workspaces 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 Analytics Plus.
  • 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 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 Analytics Plus.
  • 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 analyticsplus-support@manageengine.com and we will do this for you.

 13. How do I remove this setup?

  • Log in to your Analytics Plus 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 Analytics Plus?

Analytics Plus supports a wide variety of reports.

  • Charts - Pie, ring, bar, stacked bar, stacked area, scatter, line, bubble, packed bubble, heat map, combination, area, funnel, web and map charts are the different types of charts available. 
  • Pivot tables (Matrix Views)
  • Summary view
  • Tabular view
  • Dashboards (multiple reports arranged in the same page)
  • KPI Widgets

 2. 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 Analytics Plus 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.

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

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

 4. 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 Analytics Plus to know more.

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

The default formulas added by Analytics Plus 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

 6. How do I create my own custom formulas in Analytics Plus?

Refer the Custom formula help document in Analytics Plus.

 7. Can I add/modify data in the Zendesk data tables in Analytics Plus?

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

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

 8. Can I add new columns to the Zendesk data tables in Analytics Plus?

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.

 9. 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:

 10. 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, 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. 

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

Yes, you can join data from multiple tables to create the reports. Refer Joining Tables in Analytics Plus for detailed help on this.

 12. What are Query Tables?

Analytics Plus 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. Click here to learn more.

 Users, Sharing & Collaboration

 1. How do I share the reports in Analytics Plus 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 the 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. Click here to learn how to access these shared 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 - Analytics Plus connector, the tables and reports will be available only to them, 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 the Sharing and Collaboration help document.

 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 the Sharing and Collaboration help document.

Note
  • If you add a user as a Workspace Admin in the Zendesk Workspace created in Analytics Plus, 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 Variables and Apply Filter criteria help documents.

 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 here to learn more.

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

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 here to learn 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 Analytics Plus in a scheduled manner?

If you are the Administrator of the Analytics Plus connector or a Workspace Admin, you can schedule reports and dashboards to be emailed automatically. Refer to the email schedule section to learn more.

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

You can easily embed the reports & dashboards created in Analytics Plus 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 Analytics Plus connector?

We offer 24x5 technical support (Monday to Friday). If you need our assistance, kindly mail your questions to analyticsplus-support@manageengine.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 Analytics Plus do a demo of this connector for me?

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


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