Zoho Desk Data Connector User Guide
Get valuable insights into your customer support performance by connecting your Zoho Desk account to Power My Analytics. This guide will walk you through setup, reporting capabilities, and important considerations.
Prerequisites
Before connecting Zoho Desk to Power My Analytics, ensure you have the following:
- An active Zoho Desk account
- Your Zoho account login credentials
Power My Analytics connects to Zoho Desk using Zoho's standard OAuth 2.0 authorization flow. No API key is required; access is granted when you sign in with your Zoho account and authorize Power My Analytics.
Adding Zoho Desk as a Data Source
- In the Power My Analytics hub, navigate to Sources.
- Click + Add new source and select Zoho Desk.
- Give the data source a name you can remember.
- Click Connect, then sign in with your Zoho account credentials in the pop-up window.
- Click Accept to authorize Power My Analytics to access your Zoho Desk data.
Once connected, Zoho Desk will appear in your list of active data sources, and your data will automatically begin syncing to your Power My Analytics data warehouse.
Creating a Data Studio Report
Follow these steps to create a Data Studio report using your Zoho Desk data:
- In the PMA hub, navigate to Reports > Data Studio
- Select Zoho Desk under Create Data Studio Report (this will open the official Data Studio application in a new window)
- Step 1:
- Name your data source (e.g., change "Untitled Data Source" to "Zoho Desk - Organization Name")
- Power My Analytics Hub: Choose your PMA hub from the dropdown
- Optional: Leave "Use report template for new reports" checked to use the PMA demo template
- Click Next
- Step 2:
- User Account: Select your Zoho Desk account (for real data) or "Sample Account" (for sample data)
- Click Next
- Step 3:
- Click Connect (top right) to complete the data source configuration
- Step 4:
- Click Create Report (top right)
Key Reports and Fields
The Zoho Desk connector organizes your helpdesk data into several tables, each focused on a different aspect of your support operation:
- Tickets: Core ticket records and attributes, including:
- Dimensions such as Subject, Status, Status Type, Priority, Channel, Classification, Category, Sub Category, Language, Created Time, Closed Time, Due Date, and Web URL
- Metrics such as Comment Count, Thread Count, Child Ticket Count, Is Escalated, Is Over Due, and Is Spam
- Ticket Insights: Performance and SLA metrics for each ticket, including:
- First Response Time Seconds, Resolution Time Seconds, Total Response Time Seconds, Response Count, Outgoing Count, Reopen Count, and Reassign Count
- Ticket Insights Agents: Agent-level performance, including:
- Agent Name, Agent ID, and Handling Time Seconds (the time each individual agent spent handling a ticket)
- Ticket Insights Staging: Time spent in each ticket status stage, including Handled Time Seconds per staging entry
- Comments: Ticket comment activity, including:
- Comment ID, Commenter First Name, Commenter Last Name, Commented Time, Content, Attachment Count, and Is Public (whether the comment is visible to the requester or private to agents)
These fields make it easy to report on ticket volume by channel or priority, agent performance, response and resolution times, SLA compliance (overdue and escalated tickets), and reopen and reassignment trends.
For a full list of available Zoho Desk fields in Power My Analytics, visit the Schema Explorer.
Limitations and Important Considerations
- Portal-level integration: The Zoho Desk connector operates at the portal level. Department-level data filtering is not currently supported, and there is no department-level account selection when connecting.
- Backfilling: Up to 2 years of historical data is available, and the full 2 years is backfilled when you first connect your Zoho Desk account as a data source.
Unavailable Data
- Department-level data granularity is not available (the integration is portal-level only).
Troubleshooting
See our article Basic Troubleshooting for information on issues that may affect the Zoho Desk connector.
If you need further assistance, please submit a ticket to our support team.
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