Zoho Desk's integration with Microsoft PowerBI delivers advanced analytics insights

Hello everyone,

Gaining advanced insights through reports and dashboards is one of the critical requirements of every business. In addition to key metrics tracked in Zoho Desk, such as agent performance, SLA adherence, and ticket lifecycle, businesses often require more advanced insights in areas like customer sentiment analysis, trends or patterns in requests over time, risk analysis based on support interactions, or automated anomaly detection in customer satisfaction scores. 

To facilitate advanced analytics, Zoho Desk allows integration with Microsoft PowerBI. With this integration, business will be able to fetch data from Zoho Desk and create reports, dashboards, and use custom KPIs and formulas in Power BI. 

​

Benefits of integrating MS Power BI with Zoho Desk

1. Predict workload: Power BI’s AI visuals can be used to predict incoming ticket volumes based on old trends and patterns. Using the prediction, the resources can be allocated effectively for better workload management.
   
2. Combine data from multiple sources: If the user wants to combine data sources, users can integrate them together, fetch data, and provide visuals without any dependency issues. 
   
3. Enhanced visuals and interactive dashboards: Apart from the generic metrics, interactive elements such as maps, filters, custom buttons, heat charts, and much more can be added to make the data attractive.
   
4. Automated anomaly detection: Use Power BI to flag unusual ticket surges, downtime patterns, or dips in satisfaction scores immediately.
   

During the integration, the admins can select:

The workspace from MS PowerBI account to integrate with Desk.

The required modules and fields from Zoho Desk to sync with PowerBI. 

Viewing Zoho Desk data in PowerBI

The selected modules and fields in Zoho Desk are displayed in a tabular format in the Power BI workspace, which can be used to generate custom reports and analytics. 

This integration is now available for all users across data centers. 

Kindly refer to the help doc: Integrating Zoho Desk with Microsoft PowerBI to learn more about integration.

  

PM: @Nivedhan Senthilkumar 

 

Regards, 

B. Akshaya | Zoho Desk - User Education

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