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IT service desk managers are constantly in search of the right intelligence out of their service operations data to steer their service desks in the right direction. As service desk teams firefight issues everyday, reporting KPIs (Key Performance Indicators) only becomes an additional overhead because of the complexities involved. While effective KPI reporting is possible with query reports, not all IT organizations have the resources to write complex database queries. As a result, key analytics and insights are not available to IT managers for effective decision-making.

ServiceDesk Plus now integrates with Zoho Analytics, a cloud-based, highly secure BI platform to address these pain points. With the new platform, IT service desk managers can create powerful reports within minutes using a flexible drag-and-drop interface without having to write database queries.

Zoho Analytics

A powerful integration for better help desk reports

With over 500,000 satisfied users, Zoho Analytics lets you easily and intuitively create business intelligence reports. You can create charts or graphs along with fields of your choice with a simple drag-and-drop interface. The Zoho Analytics add-on lets you squeeze out important information from your service desk data and helps you to make critical management decisions and boost productivity.

  • Zoho Analytics - Closed Requests Trend Report

  • Zoho Analytics - Request Completion Trend Report by Technician

  • Zoho Analytics - Request Summary Report by Technician

  • Zoho Analytics - SLA Dashboard

  • Zoho Analytics - Tickets by Nature of Request

  • Zoho Analytics - Top 10 Requesters

What do you get with the Zoho Analytics integration?

Create fine grained reports with easy drag-and-drop interface, without writing database queries

Shape and design data with a wide range of charts, tabular and summary reports

Share data and reports for collaborative analysis and report creation

Automatically generate reports and email them

Get access to over 80 KPI reports by default.

Create personalized dashboards for consolidated views of multiple reports

Embed reports and dashboards across websites, intranets, blogs and applications

Access cloud-based reports any time from a variety of platforms as Web and tablets

Getting Started

Zoho Analytics add-on is available with the recently released patch of ServiceDesk Plus hotfix 9028.

A detailed set-up process has been explained in the slides below:

This add-on is available in all editions of ServiceDesk Plus and in all plans of Zoho Analytics. After setting up the integration, you will get a 30-day free trial in 5 users & 500,000 rows plan of Zoho Analytics. Subsequent to the trial period, you can choose to purchase any of the paid plans of Zoho Analytics. If not, Zoho Analytics will continue to work with the free plan (2 users & 10,000 rows). Click here to learn more on the pricing plan of Zoho Analytics add-ons.

Click here to read the detailed help documentation on the configuration process and how to use this add-on.

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