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:
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.
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.
Also refer,
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.
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:
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.
You will be able to synchronize your data at one of the hourly intervals mentioned below.
Yes, you can edit the Zendesk connector synchronization setting if you are the administrator of the Zoho Analytics account.
To do so,
Yes, you can synchronize your Zendesk data instantly when needed.
To synchronize your data instantly:
It will be setup in the corresponding Zoho Analytics account of the Zendesk Administrator who has configured this connector.
Data from the following modules get synced into Zoho Analytics
You can easily create custom reports in the form of charts, pivot tables, summary 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.
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,
Your Zendesk data will be imported into your workspace. Refer to this setup presentation.
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,
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.
Zoho Analytics supports a wide variety of reports.
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.
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.
Columns from across different Zendesk modules are joined by default. Therefore, you can create reports by simply dragging and dropping the respective columns.
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.
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 Name | Formula | Formula Type | Description |
Ticket Age in Days | datediff(currentdate( ),"Created at") | Custom | Number of days since the ticket was created |
Assign Time (min) | (unix_timestamp("Initially assigned at") - unix_timestamp("Created at"))/60 |
Custom | Time taken in minutes to assign a ticket to an agent |
Assign Time (hrs) | "Assign Time (min)"/60 | Custom | Time taken in hours to assign a ticket to an agent |
First Reply Time (hrs) | "First reply time in minutes within business hours"/60 | Custom | Displays 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 |
Custom | Displays the number of minutes between the time a ticket is created, and the resolution provided for the ticket. |
Ticket Touches | if("Assignee stations"< = 1,'One Touch','Multi Touch') | Custom | Displays 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) |
Custom | Displays the number of hours the ticket has been in a pending state awaiting customer response |
Status Group | if(("Status" in ('Solved' ,'Closed')), 'Completed','In Progress') |
Custom | Displays the status of the ticket. |
Completion Age Tier | if(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
|
First Reply Time Age Tier | if(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:
|
Ticket Age Tier | if( "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
|
Ticket handling Mode | if(isnull("Solved at"), if(datediff( "Due date",currentdate( )) < 0, 'Overdue','Ongoing'),if(datediff( "Due date","Solved at") < 0, 'Overdue','In Time')) | Custom | Displays the ticket handling mode ie. if the ticket is solved, ongoing or overdue. |
Resolution time | if("Status Group"='Completed',round("Full resolution time in minutes"/60),null) | Custom | Displays the resolution time of the ticket |
% Resolved | ((countif("Tickets"."Status Group" = 'Completed'))/(count ("Tickets"."Id")))*100 | Aggregate | Percentage of the tickets resolved |
Satisfaction score % | countif("Tickets"."Satisfaction Score"='Good')/countif ("Tickets"."Satisfaction Score"='Good' OR "Tickets"."Satisfaction Score"='Bad'))*100 | Aggregate | Percentage of good responses received from the customers of the resolved tickets |
Resolved Tickets | countif("Tickets"."Status Group"='Completed') | Aggregate | Provides the count of resolved tickets |
Fast Resolution count (< 2 hrs) | countif("Tickets"."Resolution time"<2) | Aggregate | Provides the count of tickets responded within 2 hours |
Unresolved Tickets | countif("Tickets"."Status Group"='In Progress') | Aggregate | Provides the count of unresolved tickets |
Unsatisfied responses count | countif("Tickets"."Satisfaction Score"='Bad') | Aggregate | Provides the count of unhappy customers |
Solved Tickets - Overdue | countif("Tickets"."Ticket handling Mode"='Overdue' AND "Tickets"."Status Group"='Completed') | Aggregate | Number of tickets solved after the set due date (overdue) |
Solved Tickets - In Time | countif("Tickets"."Ticket handling Mode"='In Time' AND "Tickets"."Status Group"='Completed') | Aggregate | Number of tickets solved in time |
Solved and In Progress Tickets - In Time | countif("Tickets"."Ticket handling Mode"!='Overdue') | Aggregate | Number of tickets in progress or solved in time |
Overdue Tickets | countif("Tickets"."Ticket handling Mode"='Overdue') | Aggregate | Provides the count of tickets over due |
% of Tickets - In Time | ("Tickets"."Solved and In Progress Tickets - In Time"/count("Tickets"."Id"))*100 | Aggregate | Percentage of tickets in progress or solved in time |
% of Overdue Tickets | ("Tickets"."Overdue Tickets"/count("Tickets"."Id"))*100 | Aggregate | Percentage 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 Name | Formula | Formula Type | Description |
Rating Group | if ("Rating"< 7, 'Detractors', if ("Rating<9, 'Passives', 'Promoters')) | Custom | Displays the rating group. ie, based on the rating if it is a
|
NPS Score | ((countif("NPS Responses"."Rating Group" = 'Promoters') - countif("NPS Responses"."RatingGroup"='Detractors'))/ |
Aggregate | Displays the NPS score |
Response Rate | (count("NPS Responses"."Id") / count("NPS Recipients"."Id"))*100 | Aggregate | Percentage of the users who have responded to the survey |
Avg Time Taken to Respond | avg(dateandtimediff (HOUR,"NPS Responses"."Delivered at","NPS Responses"."Rated at")) | Aggregate | Displays the average time taken to respond |
The below table lists all the default formulas that will be created in the NPS Survey table:
Formula Name | Formula | Formula Type | Description |
Relationship | if("Relationship id"=0,'A Friend or Colleague', if("Relationship id"=1,' A Friend', if("Relationship id"=2,' |
Custom | The relationship between the person taking up the survey and the company that sends out survey |
Refer the Adding Formulas in Zoho Analytics help page.
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.
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.
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:
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.
Please do note that you cannot create a Lookup column in between the Zendesk tables. Click here to learn more.
Yes, you can join data from multiple tables to create the reports. Refer to the previous question for detailed help on this.
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.
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.
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.
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.
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.
Yes, you can. Refer the topic Apply filter criteria.
Yes, you can export the report/dashboard in various file formats such as CSV, EXCEL, PDF, HTML and Image. Click to know more.
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.
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.
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.
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:
Yes, certainly. Register for a demo on this page.
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