Zendesk
eazyBI.com
Zendesk® help desk is one of the leading customer support applications.
eazyBI provides easy and flexible Zendesk tickets and forums reporting which is more advanced than standard Zendesk reports. You can quickly perform initial Zendesk data import and regular daily refresh import will be scheduled automatically. You will get several pre-defined sample reports and charts as well as you can create your own custom reports, charts and dashboards.
On this page:
Zendesk authentication
You will need to provide your Zendesk admin user email and API token to access the Zendesk REST API.
Imported data
eazyBI imports the following Zendesk data (measures) and dimensions:
Zendesk Tickets Measures
Tickets created | Total number of created tickets that matches selected dimension members. If the Time dimension is used then Tickets created are grouped by ticket creation dates and shown in a corresponding time period. |
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Tickets due | Due (or unsolved) tickets which are not yet in the Solved or Closed statuses. On the Time dimension they are grouped by ticket due dates (if a ticket does not have a due date then the number of these tickets will be counted only in the All Times member). |
Tickets solved | Solved issues which are in the Solved or Closed status. On the Time dimension grouped by the ticket solved date. |
First reply timeFirst reply business time | Number of minutes to the first ticket reply. By default it will show the total sum of minutes for all matching tickets. See below Add aggregate ticket measures to learn how to get average, mean, min, max or other aggregates of this measure (also available for other measures below). First reply business time will count minutes to the first reply only within the defined business hours in Zendesk (business time variants also available for other measures below). |
First resolution timeFirst resolution business time | Number of minutes to the first ticket resolution. |
Full resolution timeFull resolution business time | Number of minutes to the full (last) ticket resolution. |
Agent wait timeAgent wait business time | Number of minutes the agent spent waiting (on a requester response). |
Requester wait timeRequester wait business time | Number of minutes the requester spent waiting (on an agent response). |
On-hold timeOn-hold business time | Number of minutes a ticket was in the On-hold status. |
Good satisfaction ratingsBad satisfaction ratings | Number of good and bad satisfaction ratings received. See also the Satisfaction rating % calculated member below. |
Group stations | Number of groups a ticket passed through. |
Assignee stations | Number of assignees a ticket had. |
Ticket reopens | Total number of times a ticket was reopened. |
Ticket replies | Total number of times a ticket was replied to. |
Calculated measures and properties
Open tickets | Calculates the number of unsolved tickets at the end of the corresponding Time dimension period (as Tickets created minus Tickets resolved since beginning of the time until the end of the selected Time period). |
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Average age | Calculates the current average age in minutes of unsolved tickets (that are counted in Tickets due) and are grouped by ticket due dates on the Time dimension. |
Satisfaction rating % | Calculates the percentage of good satisfaction ratings from the total number or ratings. |
Ticket created dateTicket updated dateTicket initially assigned dateTicket assigned dateTicket solved dateTicket due dateTicket status updated dateTicket last comment dateTicket statusTicket typeTicket priorityTicket requesterTicket requester organizationTicket assigneeTicket groupTicket channelTicket tags | If the Ticket dimension is placed on rows and expanded to detailed tickets and these measures are placed on columns then detailed field values of individual tickets are shown. |
Zendesk Tickets Dimensions
Ticket measures and calculated measures can be analyzed by the following dimensions.
Status | Current ticket status. |
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Ticket Type | Current ticket type or (none) if no ticket type is specified. |
Priority | Current ticket priority or (none) if no priority is specified. |
Requester | Users who created tickets (with Organization and User hierarchy levels). |
Assignee | Current ticket assigned agent (with Organization and User hierarchy levels). |
Group | The group that is assigned to the ticket. |
Channel | The channel by which tickets are created. |
Ticket | This is a list of all individual tickets. The ticket dimension is typically not used for summary reports, but can be used for all individual tickets that match certain filter criteria. |
Tag | The current tags of the ticket. If several tags are entered for a ticket, then each tag's measure totals will be calculated. |
Age interval | Current age intervals of unsolved tickets. Learn more about interval dimensions. |
Resolution interval | Full resolution time age intervals of solved tickets. Learn more about interval dimensions. |
Time | Standard time dimension with Year / Quarter / Month / Day hierarchy and weekly hierarchy with Year / Week / Day levels. |
Zendesk Forums Measures
Topics created | The total number of forum topics created that match the selected dimension members. If the Time dimension is used, then Topics created are grouped by topic creation dates and shown in the corresponding time period. |
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Comments created | The total number of forum topic comments created that match the selected dimension members. If the Time dimension is used, comments created are grouped by comment creation dates. |
Calculated measures and properties
Topic created dateTopic updated dateTopic tags | If the Topic dimension is placed on rows and expanded to detailed topics, then the detailed field values of individual topics are shown. |
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Zendesk Forums dimensions
Topic | List of all individual topics with Category, Forum, and Topic hierarchy levels. |
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Submitter | Users who created topics or comments. |
Tag | Current tags assigned to the forum topic. |
Time | Standard time dimension with Year / Quarter / Month / Day hierarchy and weekly hierarchy with Year / Week / Day levels. |
Add aggregates
You can add different aggregates of Tickets data cube measures in your reports to analyze distribution of measure values across selected set of tickets.
For example, if you have added Full resolution time measure as a column in your report, then you can click on this column header and from Add aggregate select one of the available aggregate functions:
Average
Calculates the average (or mean) measure value across all tickets that match the current selected dimension values in your report and adds a new column with this average measure value. For example, the average value from 1, 2, and 9 will be 6.Median
Calculates median measure value across all matching tickets. E.g. median value from 1, 2 and 9 will be 2.Min, Max
Will get the minimum or maximum measure value across all matching tickets.All quartiles
Adds Min, 1st quartile, Median, 3rd quartile, and Max measure columns to your report. You can use all quartiles to produce box plot chart (see below).Percentile
Add any custom percentile aggregate measure. For example enter 90 for to see value which 90% of matching tickets do not exceed.
After adding an aggregate function measure, you can remove the original measure column by clicking on the column heading and selecting Remove.
See also how these aggregates can be used in a box plot chart.
Custom fields
Zendesk ticket custom fields import is available only for subscription plans starting from 5 creators or 20 viewers.
After entering the Zendesk site URL and user credentials in the next form, you can show available custom fields. Custom fields with a drop-down type can be imported as additional dimensions. All other custom fields can be imported as properties for the Tickets dimension (a corresponding calculated measure “Ticket …” will be defined, which will show custom field values for Ticket dimension detailed members). Numeric custom fields can be imported as additional measures.
For example, if you have a custom field Product with a drop-down field type, then you can import it both as a dimension and a property. You will be able to create reports by Product dimension and Ticket product calculated measure. If you select the Ticket dimension with all Ticket level members on rows, then on columns, you can select the Ticket product calculated measure and see the Product custom field value for each ticket.
If you need additional help with custom field import, contact eazyBI support and describe your needs.
You can also calculate and import additional custom fields using JavaScript code.
Link from eazyBI reports to Zendesk pages
In eazyBI Zendesk reports if you click on ticket, organization, user, group, forum category, forum or forum topic then in action popup you will see a Go to source action which will open the corresponding Zendesk page.