Zoho Analytics advanced analytics for Teamwork Desk enables you to easily analyze your helpdesk data in Teamwork Desk. With this, you can easily slice and dice your helpdesk data, derive key metrics and transform them into actionable insights with the power of analytics.

The integration comes with  75+ reports and dashboards organized functionally as Teamwork Desk overview, agent performance, traffic insights, customer analytics, satisfaction, users, and much more.

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:

• Complete Online Reporting & Business Intelligence service accessible anytime and anywhere!
  
• Easy to adopt 'Spreadsheet-like' interface with powerful drag & drop based reporting features for quick report creation.
  
• Visual Analysis capability for in-depth analysis and to slice & dice your data
  
• Supports a wide range of reporting capabilities like Dashboards , Charts, Pivot Tables , Summary Views and simple Tabular reports . Supports creation of KPI widgets in dashboards to track key performance metrics.
  
• Supports data import from a  variety of file formats like Excel, JSON, HTML etc. Also, supports data import from cloud storage and Web URLs. Supports periodic scheduling of import.
  
• Integrated with Teamwork Desk to derive insights from your help desk data using the powerful reporting capabilities of Zoho Analytics.
  
• Integrated with over 10+ Zoho applications and 20+ popular business applications .
  
• You can also integrate your own applications with Zoho Analytics using Zoho Analytics API.
  
• Integrated with Zapier to power up import from over 500+ apps.
  
• Blend & merge data from across different sources to create meaningful business reports
  
• With an advanced formula engine, you can derive key business metrics from your data. Also supports SQL (Structured Query Language) driven querying for powerful report creation.
  
• Real-time collaboration by sharing data  and reports in read or read-write modes with your colleagues & friends.
  
• Export and Print reports in variety of formats. Notify reports via email .
  
• Publish reports for wider consumption Embed reports within your websites, web applications and blogs .
  
• Highly secure through user login with support for HTTPS (SSL connection). All your data and reports are hosted in highly secure datacenters. (Refer Security and Privacy )
  
• Supports Logo Rebranding .
  

2. Why Teamwork Desk Advanced Analytics connector?

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

• A full-featured business intelligence (BI) and reporting tool that can slice & dice your Teamwork Desk data to create any report/dashboard you require.
  
• Over 75+ reports and dashboards  that anyone using Teamwork Desk will find great value in.
  
• Create your own reports and dashboards based on not only your Teamwork Desk data but also from any other data sources and popular business applications
  
• 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 in websites, blogs etc.
  

3. Who can set up the Teamwork Desk connector?

 Users with  Administrator  privileges in Teamwork Desk can set up the integration.

4. What are the benefits of using the Teamwork Desk Advanced Analytics over the inbuilt Reporting module in Teamwork Desk?

The advantage of using the Teamwork Desk Advanced analytics add-on over the reports tab inside Teamwork Desk is tabulated below.   

Reporting Module in Teamwork Desk	Teamwork Desk Advanced Analytics
Users cannot create new reports. They can only view the basic default reports available in Teamwork Desk.	It offers over 25+ chart types along with pivot, summary and tabular views .
Cannot create new dashboards.	Users can easily  create dashboards  using the drag and drop interface.
Cannot create new KPI Widgets.	Allows creation of KPI widgets to track and monitor the key performance metrics. Supports 6 types of single number widgets and 2 types of chart type widgets.
The reports cannot be shared	You can share the reports and dashboards that you create to any user. All that the user has to do is sign in to Zoho Analytics to view the report.
Does not allow the users to email the reports.	Users can not only email reports to users but also schedule emails.
Does not allow the users to embed the reports that they create.	Users can embed the reports that they create in a website or blog.
Does not offer formula engine.	Offers a powerful formula engine .
Limited customizations.	Offers a wide range of customizations.

Pricing

1. How much does this connector cost?

 This Teamwork Desk Advanced Analytics is available in all the paid plans of Zoho Analytics. Users in the free plan can evaluate this functionality by subscribing to a free 15 day trial (no credit cards required). 

2. What do you mean by 'Users' in the pricing plan?

Anyone to whom you privately share your databases, tables (data), reports and dashboards, created in Zoho Analytics, for collaboration is considered a 'User' in Zoho Analytics. A user is identified by his/her unique email address, with which their Zoho Analytics account was registered.

Suppose you subscribe to the Zoho Analytics Standard plan, you can privately share the data/reports in your account and collaborate with 4 other persons. Now your Zoho Analytics account is said to have 5 users (including yourself). Click to know more about the Zoho Analytics user model.

3. What do you mean by 'Rows' and how is it calculated in the pricing plan?

In Zoho Analytics, a row or record is defined in the same context as in a database (or spreadsheet). In simple terms, a table consists of rows (records) and columns (fields). Each row in a table represents a set of related data and has the same structure. For example, in a table that represents "Invoices", each row would represent a single invoice record. The number of rows calculated for pricing, is the sum of all rows/records stored across all your database tables in your Zoho Analytics account.

Setup

2. How to Setup Teamwork Desk Advanced Analytics Connector?

Also refer,

• How to create reports using this connector
  
• How to Create Charts
  
• How to Create Pivot Tables (Matrix Views)
  
• How to Create Dashboards
  
• Video demos
  

3. How long should I wait for my Teamwork Desk 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 database before the initial fetch, it will not display any data.

4. I got this email which said 'Setup Process Failed'. What should I do?

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

You can choose to synchronize data at one of the intervals mentioned below.

• 1 Hour (Enterprise plan Only)
• 3 Hours
• 6 Hours
• 12 Hours
• Every day

7. Can I edit the Teamwork Desk connector Synchronization setting?

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

To do so,

• Open the Teamwork Desk Insights Workspace.
  
• Click the Data Sources button in the Explorer tab.
  
• In the Data Sources tab that opens, click the Edit Setup link.
  

• Make the necessary changes and click Save.
  

9. Can I synchronize my Teamwork Desk data instantly?

Yes, you can synchronize your Teamwork Desk data instantly when needed.

To synchronize your data instantly:

• Login to your Zoho Analytics account.
  
• Open the corresponding Workspace.
  
• In the Explorer tab, click Data Sources  button 
  
• In the Data Sources tab that opens click Sync Now .
  

• Teamwork Desk data will get instantly synchronized. You can use this option for a maximum of 5 times a day.

10. In whose account will the Teamwork Desk connector be setup?

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

11. What are the modules in Teamwork Desk on which I can create reports?

Data from the following modules get synced into Zoho Analytics

• Tickets
  
• Customers
  
• Users
  
• Inboxes
  

12. Can I set up the Teamwork Desk advanced analytics connector in any other existing Workspaces or in any other advanced analytics database?

Yes, you can setup the Teamwork Desk connector in any of the existing Workspaces or in any of the advanced analytics database to analyze data together. To do this,

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

Your Teamwork Desk data will be imported into your database. Refer to this setup presentation .

13. Can I transfer my Teamwork Desk connector to another admin account?

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

14. Can I import data from multiple Teamwork Desk Site?

Yes, you can configure multiple Teamwork Desk setups if you have subscribed for a Standard plan or above. 

If you have purchased a Basic Plan, you will be able to import data only from one site.

15. How can I import data from multiple Teamwork Desk Sites?

You can configure multiple Teamwork Desk setups if you have subscribed for a Standard plan or above. You can choose to import multiple Sites in the same database or in a different database.

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

To import data from multiple sites into the same database,

• Open the database in which you have setup the connector
  
• Click the  Import Data  button in the Explorer tab or Select  New > New Table/Import Data.
  
• In the  Create New Table  window that opens, select  Import from Teamwork Desk.
  
• In the  Import from Teamwork Desk  dialog that opens, input the necessary details.
  
• Select the entities and their corresponding fields.
  
• Select the necessary schedule import options in the  Schedule Import Settings  section.
  
• Click  Create.

17. How do I remove this setup?

• Login to your Zoho Analytics account.
  
• Open the corresponding Workspace.
  
• In the Explorer tab, click Teamwork Desk button (or Data Sources button - in the case where the database contains multiple connector setups).
  
• In the Data Sources tab that opens click the Settings icon and select Remove Data Source as shown in the snapshot.
  

Reporting Features

1. How can I create reports using this connector?

Also refer,

• How to Create Charts
  
• How to Create Pivot Tables (Matrix Views)
  
• How to Create Dashboards
  
• Video demos
  

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

Zoho Analytics supports a wide variety of reports.

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

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

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

You can quickly review the default reports from the Teamwork Desk Sample Workspace

4. 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 Administrator' of the Zoho Analytics account in which the connector is configured (Refer Managing Users in Zoho Analytics ).

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.

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

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

6. What are 'Formulas' in reports?

Formulas, as the name indicates, are calculations that you could define in Zoho Analytics to help you create the required reports. Zoho Analytics provides a powerful formula engine to create any type of calculations required, to enable creating the required reports. Refer Adding Formulas in Zoho Analytics to know more.

7. 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

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

You can create your own formulas by clicking Add > Formula Column/Aggregate Formula in the table. Refer to the Adding Formulas in Zoho Analytics help page to learn in detail.

9. Can I add/modify data in the Teamwork Desk data tables in Zoho Analytics?

No, you cannot add/modify data in the Teamwork Desk data tables. Data from Teamwork Desk 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 Teamwork Desk.

10. Can I add new columns to the Teamwork Desk 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.

11. Can I add new data tables in this Workspace to create reports & dashboards?

Yes, you can add new data tables. Click New > New Table to add a new table in the existing Teamwork Desk 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 Teamwork Desk data . You can also import data from other business applications like Google Analytics, Salesforce CRM etc.

Refer:

• Import data from files
  
• Import data from Web feeds
  
• Import data from Cloud Storage
  
• Import data from local databases
  
• Import data from Cloud databases
  
• Import data from popular Business Applications
  
• Import data using Zoho Analytics API
  

12. Can I combine data from other sources with the data from Teamwork Desk to create reports and dashboards?

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

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 Teamwork Desk along with the data from any other source.

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

Click to learn more. 

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

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

14. What are Query Tables?

Query Table is a feature that enables you to prepare data for easy reporting and analysis. You can combine data from one or more tables in a Workspace and create specific data views using the standard SQL SELECT queries.

These data views are similar to tables and you can perform operations such as report creation, sharing, and even create another Query Table over an existing Query Table. You can create Query Tables for filtering datasets, batching datasets together (union), transforming data, applying SQL query functions, joining datasets and more. Learn more .

Cross-Functional Analytics with Popular Business Applications

1. What are the popular business applications that I can integrate and analyze Teamwork Desk with?

You can import and analyze data from all the applications that Zoho Analytics offers integration with.  Please refer to our Integrations page to know more.

2. How can I analyze the data from the third party business applications along with Teamwork Desk?

To import data from the third party business apps,

• Open the Teamwork Desk database
  
• Click the  Import Data  button
  
• In the  Create New Table  tab that opens, select the application that you wish to import.
  
• Provide the necessary authentications
  
• Select the necessary modules
  
• Select the schedule import options
  
• Click  Create
  

Once the data gets imported into the Teamwork Desk Workspace, you can create lookup relationships or write query tables to join these tables.  

3. Will a lookup relationship between the related modules from Teamwork Desk and other business application be created automatically?

A lookup relationship will not be created automatically between the Teamwork Desk modules and the modules of the application that you are trying to import. You will have to manually link the tables using a look-up relationship.

To manually create a lookup relationship refer this help link -  Click here

4. Can I combine data from Teamwork Desk and Teamwork Projects to create reports? If yes, how?

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 Teamwork Desk connector and the reports you have create, with other users in your Sites. 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 Teamwork Desk Administrator configures the Teamwork Desk - Zoho Analytics connector, the tables and reports will be available only to him/her, by default. The Administrator has to share the database 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 Teamwork Desk Administrator who has setup the connector should share the tables present in ' Teamwork Desk Advanced Analytics' database 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.

4. What are the user roles available in Zoho Analytics?

Zoho Analytics offers three user roles - Administrator, Workspace Administrator and User. Click to know more about the Zoho Analytics User Model and User Roles.

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

This is the expected behavior. Only when the users being shared is set as a Workspace Administrator, they can edit the reports. If a normal user wants to edit the report, he/she will have to save the report with a new name using the Save As option toolbar. The User can edit this report. To know more about user roles, click here.

6. 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 .

7. 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.

8. 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.

9. 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 Administrator', you can schedule reports and dashboards to be emailed automatically. Refer to the email schedule section in this help documentation.

10. 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.

Solution

1. Can I combine data from Teamwork Desk and Teamwork Projects to create reports? If yes, how?

2. How will Teamwork Desk Advanced Analytics help me do effective Helpdesk analytics?

Teamwork Desk Advanced analytics helps you analyze your customer service data, track the right metrics and managing them proactively. This enables you to perform effective helpdesk analytics.  Read this blog post to know more.

3. How do I keep track of the performance of the agents and analyze the quality of my support team?

As you know, Teamwork Desk advanced analytics comes with handpicked domain specific reports and dashboards. The Agent performance dashboard that gets generated automatically once you set up the integration with Zoho Analytics and Teamwork Desk consists of a list of insightful and data-driven reports that will help you analyze the performance and quality of your support team.  Click here to know more. 

4. What are the insights that I can gain by performing customer Analytics?

Zoho Analytics offers a default customer analytics dashboard that enables you to derive deep insights on your customer data. This dashboard contains handpicked reports such as customer satisfaction vs resolution time, deadline compliance etc. Read this blog to learn more.

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  support@zohoanalytics.com .

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

• United States:   +1 (888) 900 9646
  
• United Kingdom:   +44 (20) 35647890
  
• Australia:   +61-2-80662898
  
• India:   +91-44-6965 6060

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

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