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MoorsTech's avatar
MoorsTech
Advocate I
9 years ago
Solved

Zendesk Service Level Agreement metrics

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...
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  • v-qiuyu-msft's avatar
    v-qiuyu-msft
    9 years ago

    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

     

     

v-qiuyu-msft's avatar
v-qiuyu-msft
Community Support
9 years ago

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