Zendesk custom ticket fields missing

[Timmofo]

Hello everyone,

I am having problems with the integration of Zendesk with Power BI. It seems that the custom fields I created with Zendesk (which are a must for analytics and visualisations) do not get imported through the Zendesk import service.

Am I missing something?

With kind regards,

Tim

[Timmofo · Accepted solution]

Found a work-around for this issue.

It might not be the best solution, but it works for smaller databases.

1) Get data -> make sure to get the "Tickets" table

2) Edit query

3) Duplicate the "Tickets" table (right-mouse -> duplicate)

4) Remove all columns except "Ticket ID" and "Custom fields"

5) Press the arrows of the "Custom fields" column -> "Expand to new rows"

6) Press the arrows of the same column -> Select both "ID" and "Value" and press ok.

7) Change the type of the "Custom_fields.ID" into a whole number and the "Custom_fields.Value" field into a string.

😎 Highlight "Custom_fields.ID" -> go to "Transform" tab -> "Pivot Column"

9) Make sure to select "Custom_fields.Value" AND press the (almost hidden) advanced tab in the window, select: don't aggregate

10) You can now change the titles of the custom fields ID so it is easier to work with. 

11) Close and save the query editor

That's it. You now have a table which you can link to your ticket IDs in the "Relationships" window. Good luck!

[antonstorozhuk]

Hello @Timmofo 

I'm Anton from Alpha Serve.

In case you're still struggling exporting data from Zendesk, you might want to try out our Zendesk app: Power BI Connector:

• https://www.zendesk.com/marketplace/apps/support/834457/power-bi-connector-by-alpha-serve/
• https://www.alphaservesp.com/products/zendesk/power-bi/

We have a handy User and Admin Guides for your convenience, but feel free to reach out support team at support@alpha-serve.com if you need any assistance.

Thank you.

Regards,

Anton

[Anonymous]

Hello. I do not see Tickets table.  When I click on Get Data I only see Discover Content and Create New Content.  What should I choose to get the Tickets option. 

[Anonymous]

@Timmofo,

It doesn't support Zendesk custom fields in Power BI, there is an idea about this issue, please vote it up.

https://ideas.powerbi.com/forums/265200-power-bi-ideas/suggestions/13239564-support-for-zendesk-cust...

Regards,
Lydia

[Timmofo]

Hello Lydia,

Thank you for your response.

It seems that this issue has been reported 2 years ago, is there a reason why this crucial functionality has not been implemented yet?

Kind regards,

Tim

[Anonymous]

@Timmofo,

When the idea is voted by many people, Power BI team will consider to improve the feature. 

Regards,
Lydia

[Timmofo]

Hello Lydia,

That makes sense, thank you for the clarification!