iDashboards provides 2 pre-built Zendesk dashboards that can be loaded into your iDashboards instance for you to use with some common Zendesk metrics that will connect to YOUR Zendesk account. When loaded, the dashboards will query Zendesk data in real-time, returning the most up to date metrics. Below is a list of available dashboards and the metrics found within each.
![]() |
![]() |
Please Note: HTML5 refers to v10.0 and above. You will also need to be a Data Admin to set this up. You will also need the Premium Driver addon.
What Dashboards and Key Performance Indicators (KPIs) are Used in this Pack?
Zendesk Installation Instructions
Creating a SQL Database - Setting SQL Permissions - Running the SQL Script
Adding Your Data Source to iDashboards - Setting a Global ID for Your Data Source
Importing Charts and Dashboards - Importing Data Sets and ETL Jobs
What Dashboards and Key Performance Indicators (KPIs) are Used in this Pack?
- Ticket Snapshot: Snapshot dashboard is an overview of your Zendesk performance. This dashboard focuses on team performance. Designed to work well with the Wall Display addon.
- Customer Satisfaction Ratings
- CSAT Comments
- Average Full Resolution Time - Business and Calendar Pivot
- Average First Response Time - Business and Calendar Pivot
- Tickets Opened in the last 30 days
- Tickets by week
- Top 5 case openers last 30 days
- Ticket Sources
- Ticket Status
- Cases Open by Customer Service Agent
- Customer Satisfaction Ratings
- Agent Dashboards:
- Tickets assigned by Agent per day
- Agent Feedback Quantity and Satisfaction Rating
- Agent Case Status
- Agent Statistics - Business and Calendar Pivot
- Average First Reply Time
- Average Requester Wait Time
- Average Full Resolution Time
- Avg Replies to a case
- Max Replies to a case
Zendesk Installation Instructions
Adding Your Data Source to iDashboards
Setting a Global ID for Your Data Source
Importing Charts and Dashboards
Importing Data Sets and ETL Jobs
What you will need:
- iDashboards Perminum Data Connectors
- Zendesk Admin Login
- Zendesk account
- iDashboards Data Admin Login
- iDashboards http://<server:port>idashboards/
- For your idb_archive
- DataHub http://<server:port>/idbdata/
- For your etl_archive
- SQL Server Login (the one used for your iDashboards setup)
- SQL Sever (MS SQL, MySQL, Oracle, PostgreSQL)
- The Zendesk Pack.zip downloaded onto your computer and unzipped.
What is in the Zendesk Pack.zip?
There are: two zip files, the etlarchive which has pre-made ETL Jobs and Charts (Data Hub), the idbarchive which has pre-made Dashboards (iDashboards), Charts and Picklists, and a Zendesk MS SQL script.
Zendesk API Installation Instructions
Follow the Zendesk API instructions for the section to enable and get your API Tokens and setup your Data Souce connection we will need. Connecting to Zendesk This is the very first section of the article. For this pack, you will not need to create data sets or ETL jobs. They come pre-made. We will be importing them once the setup is complete.
If you do not have a Datastore you will need to create one.
We need to create your database in MS SQL (or MySQL, Oracle, PostgreSQL). Your Data needs a place to live within the iDashboards structure.
- Open MS SQL Server Management Studio (SSMS)
- Connect to your server.
- Right click on Databases
- Select New Database
- In the Database name box, type in idb_datastore
- Click OK
You've now created the database where your Zendesk information will live.
Setting SQL Permissions
- Now we need to make sure your login used to connect SQL and your dashboards have the right permissions.
- Open the Security folder
- Open the Logins folder
- Select your iDashboards SQL user login
- Right Click on the user and select Properties
- In the top left Select User Mapping
- Click on idb_datastore and make sure it is mapped to db_owner by clicking the box next to db_owner in the list below.
- You've now set your SQL Permissions for the idb_datastore database.
Running the SQL Script
- Go to File
- Click on Open
- Select File again
- Select the Zendesk Pack folder
- Select the Zendesk_V#.sql file
- Click the Execute button
- The data, and ETL jobs, will now connect with your charts, picklists, and dashboards.
Adding Your Data Source to iDashboards
We need to add your data source.
- Log into your iDashboards: http://<server:port>/idashboards link as Data Admin.
- Click the Admin Icon
- Go to Data Sources
- Click New you will add it as a MS SQL Server (Microsoft Driver). If you are using a different SQL database then please choose the appropriate database for YOUR SQL source.
- The picture below is how it will look:
With your information input here, it will look similar to this picture below.
Click Save and your Data Source will be added.
It should look exactly like the outlined data source in red in the picture below.
The asterisk (*) shows that it is connected, at this time there will not be any charts or data sets linked to it. Once we are done setting up the Zendesk pack you will be able to come here and see the linked Charts, Picklists, and Data Sets.
Setting a Global ID for Your Data Source
We will need to set a Global ID for your Data Source
- Log into your iDashboards: http://<server:port>/idashboards link as Data Admin.
- Click the Admin Icon
- Go to the System drop-down menu
- Click on Import/Export
- Select Manage Global IDs
- Click on Data Source Zendesk API
- Type in Zendesk next to your Zendesk API Data Source you created in the previous step.
- You will also need to check if your Data Store is properly identified as DATASTORE for the ETL jobs to import.
- It will automatically save it. *Those from Flash versions, yes, there is no longer an update button for each individual Global ID.
Importing Charts and Dashboards (idb_archive)
We can Import your Charts and Dashboards
- Log into your iDashboards as Data Admin (Not Data Hub) at your link: http://<server:port>/idbdata
- Use the drop down menu that says Manage Global IDs to select Import Charts and Dashboards
- Click the Choose File button
- Go to where the Zendesk is located on your computer and Select the idb_archive zip file.
- Click Open
- Click Submit
- Check to make sure all items show a Green Check Mark
next to them
- Click Import
- You will then see a message appear that your import was successful!
Importing Data Sets and ETL Jobs (etl_archive)
- Log into your Data Hub as Data Admin (Not iDashboards) at your link: http://<server:port>/idbdata
- Click on the System drop-down menu
- Select Import/Export
- From the Operation: drop-down menu select Manage Global IDs, you will see the idb_datastore Data Source you created.
- Click on API Accounts
- Type in Zendesk next to your Zendesk Data Source you created in a previous step.
- Use the drop-down menu that says Manage Global IDs to select Import Charts and Dashboards
- Click the Choose File button
- Go to where the Zendesk Pack is located on your computer and Select the etl_archive zip file.
- Click Open
- Click Submit
- Check to make sure all items show a Green Check Mark
next to them
- Click Import
- You will then see a message appear that your import was successful!
- Congratulations! You've successfully Installed the Zendesk Pack!
Please Note: If your dashboards and charts do NOT show data, you may need to run your ETL jobs.
Pre-built ETL Jobs in Data Hub
iDashboards provides 10 pre-built ETL jobs that can be loaded into your iDashboards instance.
The purpose of these jobs is to pull the tables locally to minimize calls to the source and avoid any rate limit issues. Once local the tables are joined into full data sets.
The Zendesk Pack is delivered as-is. There will be no modification of the dashboards by the Support Services team. The iDashboards Support Services team has put a lot of effort into making sure that the dashboards contain as much information as can be provided. By downloading and installing the Zendesk Pack the iDashboards Administrator assumes responsibility for its usage and for understanding the data presented.
NO FURTHER DEVELOPMENT OF THE Zendesk Pack WILL BE MADE BY THE iDashboards Support Services team.
If the above is unable to resolve the issue, then please contact iDashboards Support for further assistance.
What Dashboards and Key Performance Indicators (KPIs) are Used in this Pack?
Zendesk Installation Instructions
Creating a SQL Database - Setting SQL Permissions - Running the SQL Script
Adding Your Data Source to iDashboards - Setting a Global ID for Your Data Source
Importing Charts and Dashboards - Importing Data Sets and ETL Jobs
Comments
0 comments
Please sign in to leave a comment.