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Power BI Zendesk Integration: How to Connect Zendesk to Power BI

Published: September 23, 2022
Last Updated: September 23, 2022
Support Team Lead at Alpha Serve
Companies use professional BI software to manage large amounts of structured and unstructured data from various sources, not only to keep track of their operations but also to identify and develop new strategic business opportunities.

Zendesk customers who wish to analyze data in Power BI have to look for a workaround, as Zendesk does not have a native Power BI integration. Power BI Connector for Zendesk is a simple and straightforward solution for complex Zendesk data analysis and visualization in Microsoft Power BI.

Power BI Zendesk integration allows you to customize the dashboard and report to highlight the information that is most important to you and share it with colleagues in your organization. In fact, the Power BI Connector for Zendesk will be useful for any Zendesk user who wants to visualize their Zendesk data for analytics purposes. It does not necessitate any additional knowledge to begin using it because the app makes it simple to create URL connections without requiring any special skills from the user. It will also be valued by data analysts and business intelligence professionals who build data models in Microsoft Power BI from various data sources (PM, CRM, ITSM etc).

This article guides you through the process of integrating Zendesk account with a Power BI. From installation steps to configuring the Connector, to creating a data source in Zendesk and importing Zendesk data, like Tickets, Ticket Metrics, Agents & Users, Satisfaction Ratings, Comments, Organizations, etc., to Power BI.
Power BI Zendesk Integration

What Is Zendesk

What Is Zendesk
What exactly is Zendesk? An all-in-one customer support solution.

Smart businesses understand that in today's consumer-driven market, the ability to create and maintain great customer relationships is critical to long-term success. But how do you do it on a large scale? With the assistance of top-tier customer support software such as Zendesk. Zendesk is a customer support platform that allows you to communicate with customers via any channel. You may learn more about Zendesk as the first and largest customer service software here.

Whether your customers prefer to communicate via phone, chat, email, social media, or any other channel, Zendesk consolidates all of your customer interactions into a single, simple platform, making it easy to keep track of all support requests, respond to questions quickly, and monitor customer service agent effectiveness.

Zendesk's products are simple to set up and use, and most of the features you'll need will be available right away.

Their platform provides all of the customer relationship management (CRM) tools you need in an industry-leading cloud platform, so whether you're a fast-growing startup or an enterprise looking to improve your current standards, Zendesk is a great place to start.

Is it, however, the best customer service tool for you? The answer is largely determined by the nature and size of your business. Zendesk develops software for a variety of purposes, including sales, customer relationship management, and employee experience. Zendesk caters to businesses of all sizes, from small and medium-sized to large enterprises. Zendesk creates tools for every industry, including healthcare and government.

As you select a customer service platform for your company, consider Zendesk, its features and functions, and whether it will provide the best customer experience for your company at the best price.

What Is Power BI

What Is Power BI
Microsoft Power BI is a business intelligence platform that provides tools for nontechnical business users to aggregate, analyze, visualize, and share data. For Excel users, Power BI's user interface is fairly intuitive, and its deep integration with other Microsoft products makes it a very versatile self-service tool that requires little upfront training.

Power BI has a free version for small to midsize business owners, and a professional version that is available for a monthly subscription fee. Users can download Power BI Desktop for your software, as well as native mobile apps for Windows, Android, and iOS devices. Power BI Report Server is also available for businesses that must keep their data and reports on-premises. Power BI Report Server is a part of Power BI Premium.

Microsoft Power BI is used to discover patterns in an organization's data. Power BI can assist in connecting disparate data sets, transforming and cleaning the data into a data model, and creating charts or graphs to visualize the data. All of this information can be shared with other Power BI users in your organization.

Power BI data models can be used in a variety of ways for organizations, including telling stories with charts and data visualizations and examining "what if" and "why" scenarios within the data. Power BI reports can also provide real-time answers to questions and assist with forecasting to ensure departments meet business needs.

Power BI can also create executive dashboards for administrators or managers, providing more insight into how departments are performing. You can find out more about the reasons to use Power BI here.

Despite the fact that Power BI is a self-service BI tool that makes data analytics available to employees, it is primarily used by data analysts and business intelligence professionals who create data models before disseminating reports throughout the organization. Those without an analytical background, on the other hand, can also use Power BI and create reports.

Microsoft Power BI is used by both department representatives and management, with reports and forecasts created to assist sales and marketing representatives, as well as data on how the department or individual employees are progressing toward their goals.

Furthermore, Power BI provides an admin portal for administrators to help configure the Power BI implementation, as well as usage monitoring and licenses.

Read comprehensive research by Frost & Sullivan to learn about BI tools and why Power BI emerged as the lowest-cost BI solution.

Reasons to Set Up Zendesk Power BI Integration

Reasons to Set Up Zendesk Power BI Integration
Zendesk Power BI integration is beneficial for businesses that use the Zendesk platform to manage customer interactions and want to visualize Zendesk data for deeper insights into their customer relationships or generate informative reports on their service agents' activities. Here are a few examples of how businesses can benefit from our plugin.

Improved Customer Experience

Users of Zendesk can combine data from various sources, including Project Management, Customer Relationship Management, and IT Service Management platforms. All of this information can be gathered into Power BI and unified as a single source to track the issue and find a solution based on the generated insights.

Steadily Increasing Return on Investment

As previously stated, our Connector aids in the alignment of multiple data sources and the visualization of all Zendesk data as a single report with rich Power BI dashboards.
Combining a Sales team with Marketing and Customer Service in a unified data source is one of the options to determine where to increase or reduce expenses. As a result, you get increased revenue and effective decision-making.

Saved Both Money and Time

The user-friendly interface and simple plugin navigation can assist data analysts, business intelligence professionals, or any team member with or without an analytical background in creating URL connections without any special knowledge on the user's part. Companies can save time and money by not having to train new employees to learn complex data export processes or hire an additional specialist.

Power BI Connector for Zendesk Key Features

Power BI Connector for Zendesk Key Features
Zendesk Power BI Connector makes it simple to export Zendesk data to Power BI as quickly as possible.

Some of the Connector's key features include:

Intuitive Interface

The connector has a simple user interface that anyone can use. Users can easily create URL connections to export data without any specialized programming or coding knowledge. After installing the plugin from the Zendesk Marketplace, the setup and data export can be completed in a matter of minutes.

Custom Data Export

Users have complete control over the data they export with the Zendesk Power BI Connector. It provides advanced filtering operations to help you manage the data that will be exported and visualized in Power BI. Depending on your specific business requirements, you can also create multiple sources (PM, CRM, ITSM, etc.) for different data sets.

Data Controlled Security

The Power BI Zendesk Connector has a strong system through the security of data exported across platforms. Based on predefined roles, users are assigned varying sets of data access permissions.

How to Connect Zendesk to Power BI

How to Connect Zendesk to Power BI
How do you set up the Power BI Connector for Zendesk?

1. Find and Install Power BI Connector for Zendesk

Step 1: Navigate to the Power BI Connector for Zendesk on Zendesk Marketplace page and Select a plan.
find Power BI Connector for Zendesk
Step 2: Choose your desired plan and click the Free trial button.
Step 3: If prompted, select your Zendesk account from the list and click the Install button.
install Power BI Connector for Zendesk
Step 4: Enter your billing information and click Proceed to payment. You can change your desired plan, customize the application name via the Title field, and restrict access to the application to specific groups or users during this step.

Step 5: Finish the payment process. You will be returned to the Zendesk Admin Center.

Step 6: The application has now been installed and should be accessible via the Navigation panel. The only thing left is to connect the application to the account using OAuth.

2. How to Use OAuth to Connect Power BI Connector for Zendesk to Your Account

Step 1: Open the Power BI Connector for Zendesk application from your Navigation panel.

Step 2: If you are notified that an OAuth connection has not yet been established, click the Connect Power BI Connector for Zendesk application button.
Connect Power BI Connector for Zendesk application
Step 3: A new tab will open, and you will be asked to grant permission to read the data in your Zendesk account. Click the Allow button.
track ticket with Power BI Connector for Zendesk
Step 4: The tab will close automatically, and you will be returned to the Power BI Connector for the Zendesk application, which is now ready to use.

3. Configure Power BI Connector for Zendesk

Set up is also a simple process and requires just a few steps.

Step 1. Navigate to the Zendesk Admin Center. This is accomplished by first selecting the Admin section from the navigation bar and then clicking on the link Go to Admin Center.
zendesk admin center
Step 2: From the Admin Center, navigate to Apps and Integrations, then Zendesk Support apps.
zendesk support apps
Step 3: Find and select Power BI Connector for Zendesk from the list. You will be directed to the Power BI Connector for Zendesk configuration page.

Once you select your plan and the proper information is filled in, you can proceed with payment to finalize the settings.

How to Export Data from Zendesk to Microsoft Power BI

How to Export Data from Zendesk to Microsoft Power BI
To import data from Zendesk into Power BI, you must be granted access to the Power BI Connector for Zendesk application by your Zendesk administrator. If you do not have this access, please first contact your Zendesk Administrator and request Power BI Connector for Zendesk permissions. Application configurations are always accessible to Zendesk Administrators.

There are four steps to exporting data from Zendesk to Microsoft Power BI.

Step 1. Get Zendesk API Access Token

Only users with the Administrator role can enable API token access and generate new API tokens. Please contact your Zendesk administrator if you do not have such access.
Select the Admin section from your navigation bar and then click on a link to Go to Admin Center.

In the Navigation bar, go to Apps and integrations, then Zendesk API.
Make sure Token access is Enabled (1). If it isn't, turn it on. To add a new token, click the Add API token button (2).
zendesk api
To distinguish it from other tokens, enter the API token description (1). Copy the generated API token (2) and save it somewhere safe. Press Save button (3) to complete token creation process.
zendesk api token

Step 2. Create a Data Source in Zendesk

Open the Power BI Connector for Zendesk application by selecting it from the Navigation menu. Then select Connectors.

On the newly opened page, choose Create a Data Source. Add the Name (1) and the Description (2), select Users or Groups to Share Settings (3). Click Submit to confirm changes.

The full description of fields, buttons, and settings of the data source creation page you can find in our documentation.
create data source in zendesk

Step 3. Import data to Microsoft Power BI

Power BI Connector for Zendesk generates the Data Source URL for use with Power BI. To import data into Power BI Desktop, use that URL. Copy the app-generated URL for your connector.
import zendesk data to microsoft power bi
Open Power BI Desktop and navigate to Get Data > OData feed, then paste the URL.
zendesk url for odata feed in power bi
Authorize with your Zendesk credentials (Email as username and API token as password) using Power BI's basic authorization.
Authorize Zendesk for power bi
Select the necessary tables and click Load.
load zendesk data to power bi
Data will be loaded into Power BI after that.

Following that, you can begin creating graphs and dashboards using the imported Zendesk data. To do so, select the visualization type and the data to display on the graph or dashboard.

Step 4. Build your first Zendesk report in Power BI

Power BI connects to Zendesk and pulls in a variety of important data for you to monitor. You'll see information about your tickets, agents, organizations, and more as soon as you connect to your data. For example, you can see the number of Tickets created, solved, and closed in the last 7 and 30 days at a glance. Your dashboard can be tailored to your preferences, ensuring that you have access to the information that is most important to you.

In the report that comes with the dashboard, there are even more insights behind each tile. These pages contain information about Tickets, Agent Performance, Recent Activity, Agent/Group Activity, and Ticket Activity. You will be taken to the Ticket Summary report page, which displays a breakdown of tickets by status, group, channel, and more. When you select a visual, you will be given the option to change its type, pin it, or remove it from the report.

To cross-filter the other visuals, you can select a value from the report. For example, select "open" to only show open tickets. You can also use the filter pane to change the range of tickets you see based on when they were created.

You can find out about your Zendesk data, such as "tickets by status" or about your agents, such as "number of open tickets for Josh". The questions' answers can also be pinned to your dashboard.

Conclusion

Building a data infrastructure used to entail maintaining custom scripts and loading data to costly on-premises storage. Alpha Serve assists today's most successful organizations in optimizing their analytics by leveraging the power of the data.
To aid our future and existing customers we discussed how to connect Zendesk to Power BI and extract data without coding.

As you can see Power BI Connector for Zendesk is an Enterprise-level app that allows for simple Zendesk Power BI integration and it facilitates the export of Zendesk data to Power BI. Furthermore, it enables real-time data analysis via data processing and you can access data as quickly as possible thanks to the bulk of capabilities.

You are welcome to connect Zendesk Support and Power BI with our Connector in order to transform your data warehouse into actionable insights.

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