Zoho Analytics Integration - Zoho Desk Knowledgebase

Get Advanced Reports with Zoho Analytics Integration

The Reports module of Zoho Desk allows you to generate reports to know most of the important metrics in your help desk. Even though they address the requirements of a majority of businesses, there is always a need for some advanced customization depending on the type of business.

Advanced analytics, powered by Zoho Analytics allows you to drill down into or filter data to keep track of those key help desk metrics. With the Zoho Analytics integration, you can create and analyze reports such as Time to First Reply, closed tickets trend, escalations and much more. 

  • The integration is not available on the Free edition.
  • Only users with Administrator privileges can set up the integration.
  • You can associate only a single Zoho Analytics account with Zoho Desk.

  • The administrator who sets up this integration alone can edit or delete the configuration later. If you want to change the integration owner, you must write to us at support@zohodesk.com.

Benefits of Advanced Analytics

The following are the benefits of advanced analytics with Zoho Analytics:
  • Access a full-fledged BI tool seamlessly from within your Zoho Desk account.
  • Visually analyze and build insightful reports and dashboards with an easy drag-and-drop interface.
  • Use a wide variety of charts, pivot tables, KPI widgets and tabular view components, to create insightful reports and dashboards.
  • 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.

Configuring Zoho Analytics Integration
To configure Zoho Analytics integration:
  1. Log in to Zoho Desk with Administrator privileges.
  2. Click the Setup icon  ) in the top menu.
  3. Click Zoho under the Marketplace menu.
  4. Click Zoho Analytics on the Zoho page.
  5. Click Configure on the Advanced Analytics page.

  6. In the Zoho Analytics Configuration page, do the following:
    • Select the modules and their respective fields whose data you wish to share with Zoho Analytics.
      Tickets and Contacts are necessary modules, and hence they are pre-selected.

    • Select the synchronization schedule. You can choose to do it every day at a particular time.
      Select None to sync the data only once; at the time of integration.

  7. Click Start Sync.
Once the setup is completed, it will take some time for all the data from your help desk account to be transferred to Zoho Analytics. Please note that you cannot make any changes to the settings until the transfer is complete. You will receive an email once the transfer is complete.

About Zoho Analytics Subscription
Here are the subscription options based on your familiarity with Zoho Analytics.

New Zoho Analytics Users
When you configure the integration, you will be automatically subscribed to an account in Zoho Analytics. This account offers a free 15-day trial to evaluate your help desk data and create powerful reports & dashboards. At the end of the trial, you must upgrade to a paid subscription (i.e., Basic Plan or above) to continue using Advanced Analytics for Zoho Desk.

Existing Zoho Analytics Users
If you’re already a Zoho Analytics user and have a paid plan, you can continue to use the integration with no extra charge.

Creating Reports
Once the help desk data is synced, you get access to pre-defined reports and dashboards in Zoho Analytics. Besides, you can also create custom reports and visualize them in different formats such as bar chart, pie chart, etc. The drag and drop report builder helps you to get the information out of your Zoho Desk data quickly. Learn More

To view or create reports and dashboards:
  1. Click the Analytics module.
  2. Click Advanced Analytics in the lower-left area of your screen.
    Your Zoho Analytics account will open in a new web browser tab.

Sharing Reports
Only the administrator who configured the Zoho Analytics integration could access the reports and dashboards. You can, however, share them with other agents in your help desk.

To share reports:
  1. Click the Analytics module.
  2. Click Advanced Analytics in the lower-left area of your screen.
  3. On the Zoho Analytics page that opens, click Share.
  4. Choose whether to share views with users/groups from the Share drop-down.
  5. Enter the email addresses of the users. Also, set the permissions if necessary.
  6. Click Share
Besides sharing reports, you can grant administrative privileges to a user on a reporting database. When you add a user as a Workspace Administrator, they will inherit all the privileges on the database as that of the original administrator. Learn More

Deleting Zoho Analytics Integration
As an administrator, you can delete the Advanced Analytics anytime. Please keep in your mind that on deleting the integration:
  • All the data, reports and dashboards created in your Zoho Analytics account will be deleted.
  • The Zoho Analytics account will NOT be automatically downgraded to the Free Plan. You must downgrade it to the required plan when needed.

To delete the integration:
  1. Click the Setup icon  ) in the top menu.
  2. Click Zoho under the Marketplace menu.
  3. Click Zoho Analytics on the Zoho page.
  4. On the Zoho Analytics Configuration page, click the More Actions icon ) in the upper-right area.
  5. Click Delete Integration from the menu.
  6. Click Ok, to confirm your action.

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