Zendesk

Zendesk is a customer service and engagement Software as a Service (SaaS) platform that helps businesses connect to their customers.

Panoply’s Zendesk ETL integration automatically syncs your Zendesk data into tables inside Panoply where you can further transform it with SQL.

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Zendesk Automated ETL

ETL the Modern Way. Get your data out of Zendesk so you can analyze it.
Here’s a sample of the raw Zendesk data that Panoply will replicate to your warehouse:
Brands
Brands are your customer-facing identities. They might represent multiple products or services, or they might literally be multiple brands owned and represented by your company.
Groups
When support requests arrive in Zendesk Support, they can be assigned to a Group. A ticket can never be assigned to an agent without also being assigned to a Group.
NPS Invitations
You can send an invitation to one or multiple recipients to take an NPS survey. You can use an API to set up a continuous delivery of NPS survey invites to your defined recipients.
NPS Recipients
Every NPS survey is delivered to one or multiple recipients. For most businesses that use Zendesk Support, the recipients are customers. Agents and admins will never receive surveys.
NPS Responses
When a recipient responds to an NPS survey, their rating, comment, and last survey date are captured. You can export the responses for your individual NPS survey by using this resource.
NPS Surveys
This resource can be used to list all surveys or retrieve and update an existing one. You can customize the content and settings of the survey before using the NPS Invitations resource to automate survey delivery.
Organization Fields
This resource allows you to work with organization fields. These are fields that admins can customize and display on an Organization page. You can add custom fields to organizations to store additional details.
Organization Memberships
An organization can have many users, and each user is linked to it through membership. Also, users can be in many organizations if the account supports multiple organizations.
Organizations
Just as agents can be segmented into groups in Zendesk Support, your customers (end-users) can be segmented into organizations. You can manually assign customers to an organization or automatically assign them to an organization by their email address domain.
Satisfaction Rating
This resource allows you to work with satisfaction ratings. These ratings are the feedback provided by your customers about their support experience. Satisfaction rating is per ticket and not per customer.
Satisfaction Reasons
When satisfaction reasons are enabled in your Zendesk Support account, and a user gives a negative rating to a solved ticket, a follow-up question is presented to the user. The question includes a list menu of possible reasons for the negative rating.
SLA Policies
A Service Level Agreement is a documented agreement between a support provider and its customers that specify performance measures for support. There can be multiple SLA policies per Zendesk Support account, and they are listed here.
Suspended Tickets
When an end-user submits a support request by email, in most cases, the email becomes a new ticket or adds a comment to an existing ticket. In some instances, though, the email is suspended.
Ticket Comments
Ticket comments represent the conversation between requesters, collaborators, and agents. Comments can be public or private. You have the right to configure those comments in your settings to appear as either category.
Ticket Fields
This resource is used to get the system and custom ticket fields. You can also use it to create custom ticket fields. System fields are the standard fields that agents see in a ticket.
Ticket Metric Events
Use the Ticket Metric Events resource to track reply times, agent work times, and requester wait times. For example, if you want to measure reply times, you can get the time a ticket was created and the time an agent first replied to it.
Ticket Metrics
This resource allows you to retrieve metrics about a ticket. These metrics include the date when a ticket was solved (solved_at), the total number of times the ticket was replied to (replies), the total number of times the ticket was reopened (reopens), and a lot more.
Tickets
Tickets are the means through which your end-users (customers) communicate with agents in Zendesk Support. Tickets can originate from several channels, including email, Help Center, chat, phone call, Twitter, Facebook, or the API. All tickets have a core set of properties.
User Fields
This resource allows admins to customize fields displayed on a User profile page. Basic text fields, date fields, as well as customizable dropdown and number fields are available. These fields are currently only visible to agents.
Users
This resource represents the three types of users in Zendesk Support: end-users (your customers), agents, and administrators. End-users request support through tickets. Agents work in Zendesk Support to solve tickets.
View Zendesk documentation

Modernizing Zendesk ETL

What is ETL?

Integrating data for analytics can be especially hard in a fast-shifting, rapid growth startup environment, where relevant business data might be spread out across a collection of apps and spreadsheets. ETL (Extract, Transform, Load) tools will help you collect your data from APIs and file transfers (the Extract step), convert them into standardized analytics-ready tables (the Transform step) and put them all into a single data repository (the Load step) to centralize your analytics efforts.

The shift to ELT

The traditional ETL model is a relic of the pre-cloud era, when compute resources were expensive, and everything needed to be cleaned up before analysis. These days, moving the transformation step closer to the time of analysis is not only feasible, it’s desirable. ELT lets you load raw data, increasing your analytical flexibility and moving relevant data more quickly from your engineering team to your analytics and BI teams.

All in one Zendesk data pipeline

Panoply’s 80+ data connectors and built-in automated cloud data warehouse will let you go from a collection of siloed datasets to sophisticated analyses that integrate your Zendesk data in a matter of minutes. Panoply is the only tool that combines an ETL process with a data warehouse, giving you total control over your data from sync to storage. We’ll handle all the infrastructure so you can skip the engineering work and go straight to analysis with your favorite BI tool.

Screenshots

Panoply has given us drastic improvements in query speed and brought all our data in one place. Our visualizations in Looker are much more fast and efficient.
John Wessel - Freshwater Systems
Read the customer success story

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