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Is there any chance that we will get Zendesk SLA (Service-Level-Agreement) success/failure rates on a per-ticket level in the content pack? Or at least some global metrics on SLA-Performance?
This seems to me to be a very important metric to monitor, assuming they are setup properly in Zendesk and these metrics are available through the Zendesk API.
Solved! Go to Solution.
Hi @MoorsTech,
Based on my research, the service content pack connects to Zendesk includes data below:
- Users (end users and agents)
- Organizations
- Groups
- Tickets
As on Power BI Service, we are not able to create a measure or calculated column to calculate rates, I would suggest you connect to Zendesk in Power BI Desktop and calculate the rates. Then publish the report to Power BI Service.
Reference:
Zendesk content pack for Power BI
If you have any question, please feel free to ask.
Best Regards,
Qiuyun Yu
Checkout my project status and provide your precious feedback to improve more https://samtraderssmcpvtltd.zohodesk.com
Thanks,
@RizqRevolution
Hi,
You can also pull all ticket metrics (see list of fields here: https://aserve.atlassian.net/wiki/spaces/PBCFZ/pages/2562523184/Data+Schema ) with the help of Power BI Connector app.
BR,
Liuba
Hi @MoorsTech,
Based on my research, the service content pack connects to Zendesk includes data below:
- Users (end users and agents)
- Organizations
- Groups
- Tickets
As on Power BI Service, we are not able to create a measure or calculated column to calculate rates, I would suggest you connect to Zendesk in Power BI Desktop and calculate the rates. Then publish the report to Power BI Service.
Reference:
Zendesk content pack for Power BI
If you have any question, please feel free to ask.
Best Regards,
Qiuyun Yu
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