Zendesk

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

Panoply makes it easier than ever to access your Zendesk data. Explore it in SQL or connect your favorite BI tools and analytical notebooks for custom data visualization and advanced analytics.

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Zendesk BI Integrations

Modernizing Zendesk BI

Preparing for analytics

Do you spend more time on data preparation or analysis? If you’re like most data analysts, you spend most of your time exporting CSVs, hacking spreadsheets, maintaining Python scripts, and managing databases. And you do all this hard work just for managers to ask why your reports don’t include today’s data. Your data deserves better, and so do you.

Automating data management

That laborious process of syncing and synthesizing data is called data management. Yes, it’s important—everyone knows good analysis requires good data. But every minute spent managing data is a minute that could be spent on analytics. The good news is that these processes can be automated and managed in the cloud without any complicated scripts or engineering expertise.

Your Zendesk data analytics platform

Panoply is the easiest way to sync, store, and access your Zendesk from all your business intelligence tools and analytical notebooks. It only takes a few minutes to connect your Zendesk data to Panoply. Once connected, Panoply will automatically refresh your data as it changes. There are no scripts to maintain or processes to manage. You can focus on what matters your data and your business.

Panoply makes your Zendesk data accessible
so you can analyze it

Expected Zendesk Data
Here’s a sample of the Zendesk data that you can sync, store, and access with Panoply:
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.

Screenshots

Panoply has given us drastic improvements in query speed and brought all our data in one place. Our visualizations are much more fast and efficient.
Andrew Zeck - CTO and Co-founder, Saucey
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