Zendesk

Estimated reading time: 10 min

Zendesk is a web-based help desk support tool that makes it simple to provide great customer support.

From this article you’ll learn:

Creating an Integration

From your Slemma account, head over to the Library page and click the plus button at the bottom right. Select Integration from the submenu.

In the following page, you can find Zendesk with one of the following ways:

  1. Scroll down and select Zendesk from the list of Integrations.
  2. Use search to find Zendesk from the list of Integrations.
  3. Choose Zendesk using All dropdown list > Customer Success.

You’ll see the Integration settings dialog window.

You can select the frequency for the automatic updates on the DATA REFRESH tab (For Zendesk datasets, you can also enable Incremental updates option), or set weeks settings on the ADVANCED tab.

Enter your account URL (the one you use to login to your Zendesk account) and click OK.

NOTE: If you’ve already logged into a Zendesk account in your browser, you will be automatically connected with this account. If you want to create integration with another account, we recommend to log out of any Zendesk account in your browser.

If you are not logged in, you will be asked to enter the email address and password to sign in.

We’ll need your permission to access your Zendesk account. If you agree to the terms, select Allow. If you’d like to turn back without completing the integration, simply click Deny.

After authorization, you’ll be able to share the integration with either individuals or the entire Team, rename or remove the integration. To view the options available for the integration, right click it in the list.

Creating a Dataset

A dataset is a collection of data in a tabular format that is created on one of the possible data sources. The datasets can be used to create dashboards or individual charts.

To create a dataset, click your Zendesk integration in the list and select Browse datasets. From the following page, select which data you want to add to use in your charts.

NOTE: You must have Zendesk admin or agent permissions to query Users and SLA Stats datasets, and admin permissions to query the Tickets dataset.

NOTE: Cloud Service Integrations have prebuilt data sets that are not editable.

Click dataset’s name for a description of each dataset.

This data source contains information about all your tasks such as task count by due date, ticket full resolution time, and more.

When creating new Tickets dataset,  you can set a time period for data from your service to be uploaded and represented. Go here to learn more about selecting/changing time period for data in your dataset.

Dimensions

Name Description
Status The state of the ticket, Possible values: new, open, pending, hold, solved, closed
Type The type of this ticket, Possible values: problem, incident, question or task
Satisfaction rating The satisfaction rating of the ticket, if it exists, or the state of satisfaction, ‘offered’ or ‘unoffered’
Solved Date when the ticket was solved
Created Date when this ticket was created
Updated Date when this ticket last got updated
Assigned Date when the ticket was last assigned
Group The group this ticket is assigned to
Requester The user who requested this ticket
Priority Priority, defines the urgency with which the ticket should be addressed: urgent, high, normal, low
Organization The organization of the requester
Brand The name of the brand this ticket is associated with – only applicable for enterprise accounts
Has incidents Is true of this ticket has been marked as a problem, false otherwise
Recipient The original recipient e-mail address of the ticket
Subject The subject of the ticket
Submitter The user who submitted the ticket; The submitter always becomes the author of the first comment on the ticket
Due at If this is a ticket of type “task” it has a due date
Initially assigned Date when the ticket was initially assigned
Latest comment added Date when the latest comment was added
Requester updated Date when the requester last updated the ticket
Status updated Date when the status was last updated
Assignee What agent is currently assigned to the ticket
Assignee updated Date when the assignee last updated the ticket
Id A unique identifier for the ticket
External id The unique identifier of the link Zendesk Support tickets to local records
Form name The name of the ticket form to render for this ticket – only applicable for enterprise accounts
Assignee id A unique identifier for agent is currently assigned to the ticket
Requester id The user who requested this ticket
Submitter id The user who submitted the ticket; The submitter always becomes the author of the first comment on the ticket
Problem id The problem this incident is linked to, if any
Tag The array of tags applied to this ticket
Followup id The ids of the followups created from this ticket – only applicable for closed tickets
Channel This tells you how the ticket or event was created. Examples: web, mobile, rule, system, help_center
From Address The email address which was sent a request to create a ticket. Examples of possible sources: email source
From Name The name of user which initiated the creation of a ticket. Examples of possible sources: email, Twitter message or mention, Facebook post or message or call
From Ticket Id A unique identifier for the ticket from which was initiated by the creation of the ticket. Examples of possible sources: API – follow-up ticket, system – ticket merged, system – ticket follow-up, system – problem ticket solved
From Subject The subject for the ticket from which was initiated by the creation of the ticket. Examples of possible sources: API – follow-up ticket, system – ticket merged, system – ticket follow-up, system – problem ticket solved
From Business Rule Id A unique identifier for the business from which was initiated by the creation of the ticket. Examples of possible sources: business rule
From Title The title of the business from which was initiated by the creation of the ticket. Examples of possible sources: business rule
From Topic Id A unique identifier for the topic from which was initiated by the creation of the ticket. Examples of possible sources: forum topic
From Topic Name The name of the topic from which was initiated by the creation of the ticket. Examples of possible sources: forum topic
From Username The username which initiated the creation of a ticket. Examples of possible sources: Twitter message or mention
From Phone The phone number from which was initiated by the creation of the ticket. Examples of possible sources: call
From Facebook Id A unique identifier for the facebook user which was initiated by the creation of the ticket. Examples of possible sources: Facebook post or message
From Post Id A unique identifier for the post from which was initiated by the creation of the ticket. Examples of possible sources: forum topic
From Post Name The name of the post from which was initiated by the creation of the ticket. Examples of possible sources: forum topic
To Address The email address  where the task was sent. Examples of possible sources: email source
To Name The name of user to which the task was sent. Examples of possible sources: email, Twitter message or mention, Facebook post or message or call
To Username The username of user to which the task was sent. Examples of possible sources: Twitter message or mention
To Phone The phone number to which a user calling to create a task. Examples of possible sources: call
To Facebook Id A unique identifier for the facebook user to which the task was sent. Examples of possible sources: Facebook post or message
Ticket Source The source of the ticket

Measures

Name Description
Full resolution time Number of minutes to the full resolution inside and out of business hours
Agent wait time Number of minutes the agent spent waiting inside and out of business hours
Requester wait time Number of minutes the requester spent waiting inside and out of business hours
Reply time Number of minutes to the first reply inside and out of business hours
First resolution time Number of minutes to the first resolution time inside and out of business hours
Group stations Number of groups this ticket passed through
Assignee stations Number of assignees this ticket had
Reopens Total number of times the ticket was reopened
Replies Total number of times ticket was replied to
Tag (Distinct count) The number of unique tags
Followup id (Distinct count) The number of unique followups
Tickets Count

Templates

  • Backlog Inflow/Outflow over the last 30 days
  • Customer Satisfaction Rating
  • Daily New Ticket Volume over the last 30 days
  • Day of New Tickets
  • Issue Resolution Rate over the last 30 days
  • Max Agent Wait Time over the last 30 days
  • Max Full Resolution Time by Agent
  • Max Requester Wait Time over the last 30 days
  • Median First Reply Time over the last 30 days
  • Median First Resolution Time by Agents
  • Median Full Reply Time over the last 30 days
  • Median First Resolution Time over the last 30 days
  • Median Full Resolution Time over the last 30 days
  • Median Full Resolution Time by Agents
  • Number of Tickets by Group over the last 30 days
  • Number of Tickets by Status over the last 30 Days
  • Tickets Breakout by Status
  • Top 10 Agents by Full Resolution Time
  • Top 10 Agents by Number of Tickets

This data source contains information about all your users such as user count by location, and number of unique tags.

Dimensions

Name Description
Name The user’s name
Moderator Designates whether the user has forum moderation capabilities
Email The user’s primary email address
Active “False” if the user has been deleted
Phone The user’s primary phone number
Only private comments “True” if the user can only create private comments
Updated at Date when this ticket was created
Created at Date when this ticket last got updated
Shared If the user is shared from a different Zendesk Support instance. Ticket sharing accounts only
Shared agent If the user is a shared agent from a different Zendesk Support instance. Ticket sharing accounts only
Signature The user’s signature. Only agents and admins can have signatures
Restricted agent If the agent has any restrictions; false for admins and unrestricted agents, true for other agents
Locale The user’s location
Locale id The user’s language identifier
Suspended If the agent is suspended
Organization The name of the organization the user is associated with
Ticket restriction Specifies which tickets the user has access to. Possible values: organization, groups, assigned, requested, null
Time zone The user’s time zone
Verified If the user’s identity has been verified or not
Two factor auth enabled If two factor authentication is enabled
Last login at The last time the user signed in to Zendesk Support
Id A unique identifier for the user
External id A unique id you can specify for the user
Alias An alias displayed to end users
Role The user’s role. Possible values: end-user, agent, or admin
Tag The user’s tags. Only present if your account has user tagging enabled

Measures

Name Description
Tag (Distinct count) The number of unique tags
User Count

Templates

  1. Number of End-users created over the last 30 days
  2. Users’ Time Zones Breakout

This data source contains information about all your tasks such as number of breaches of SLAs occurred by different ticket priority.

Dimensions

Name Description
Status The state of the ticket, Possible values: new, open, pending, hold, solved, closed
Type The type of this ticket, Possible values: problem, incident, question or task
Satisfaction rating The satisfaction rating of the ticket, if it exists, or the state of satisfaction, ‘offered’ or ‘unoffered’
Solved Date when the ticket was solved
Created Date when this ticket was created
Updated Date when this ticket last got updated
Assigned Date when the ticket was last assigned
Group The group this ticket is assigned to
Requester The user who requested this ticket
Priority Priority, defines the urgency with which the ticket should be addressed: urgent, high, normal, low
Organization The organization of the requester
Brand The name of the brand this ticket is associated with – only applicable for enterprise accounts
Has incidents Is true of this ticket has been marked as a problem, false otherwise
Recipient The original recipient e-mail address of the ticket
Subject The subject of the ticket
Submitter The user who submitted the ticket; The submitter always becomes the author of the first comment on the ticket
Due at If this is a ticket of type “task” it has a due date
Initially assigned Date when the ticket was initially assigned
Latest comment added Date when the latest comment was added
Requester updated Date when the requester last updated the ticket
Status updated Date when the status was last updated
Assignee What agent is currently assigned to the ticket
Assignee updated Date when the assignee last updated the ticket
Id A unique identifier for the ticket
External id The unique identifier of the link Zendesk Support tickets to local records
Form name The name of the ticket form to render this ticket – only applicable for enterprise accounts
Assignee id A unique identifier for agent is currently assigned to the ticket
Requester id The user who requested this ticket
Submitter id The user who submitted the ticket; The submitter always becomes the author of the first comment on the ticket
Problem id The problem this incident is linked to, if any
Tag The array of tags applied to this ticket
Followup id The ids of the followups created from this ticket – only applicable for closed tickets
Breached At Date when a SLA target is breached
Stage The stage of the task. Possible values: Active, Achieved, Paused
SLA Metric The name of the SLA metric. Possible values: Agent work time, First reply time, Next reply time, Pausable update time, Periodic update time, Requester wait time

Measures

Name Description
Time in Days The number of days until target SLA breach. Can be positive or negative
Time in Hours The number of hours until target SLA breach. Can be positive or negative
Tag (Distinct count) The number of unique tags
Followup id (Distinct count) The number of unique followups
Breach Count

This data source contains information about all posts such as posts count by author, and number of followers.

Dimensions

Name Description
Post Title The title of the post
Post Id A unique identifier for the post
Pinned When true, pins the post to the top of its topic
Feature Whether the post is featured
Closed Whether further comments are allowed
Post Status The status of the post. Possible values: Planned, Not planned, Answered, or Completed
Post Author The name of the author of the post
Topic Name The name of the topic
Topic Description The description of the topic

topicMap.get(post.topic_id) == null ? null : topicMap.get(post.topic_id).name

Topic Created At Date when the topic was created
Topic Updated At Date when the topic was last updated
Topic Position The position of the topic relative to other topics in the community
Post Created At Date when the post was created
Post Updated At Date when the post was last updated

Measures

Name Description
Votes Sum The total sum of votes on the post
Votes Count The number of votes cast on the post
Comments Count The number of comments on the post
Followers Count The number of followers of the post
Posts Count Posts Count

Data Restrictions

There is a limit of 50K tickets and 100K users for each dataset.

Creating a Chart

Click a dataset or integration and select Create dashboard/Create saved chart/Create presentation to start building a chart (please note that presentations are available starting from the Standard Plan).

From the next page, you can choose to create your own chart from scratch, or you can apply one of the templates we created.

  • If you choose to build a new chart from scratch (“Blank” option), the Chart designer will open. Go here to learn how to create a chart in the Chart designer.
  • If you choose a template, a new chart will be added to a dashboard/saved chart/presentation (depending on the way you start the chart creation).
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