Integration Overview

TeamSupport offers powerful reporting and charting capabilities through an integration with Zoho Analytics. Through this integration, you can create custom reports, charts, and dashboards using TeamSupport data. You can also create a custom dashboard which you can share throughout your organization.

Once the integration is set up, TeamSupport will automatically update Zoho Analytics in near real-time so the data will be fresh and not time delayed.

Zoho Analytics is an add-on to your TeamSupport account. Zoho offers free and paid plans which can be purchased directly from Zoho. Two limitations to the Zoho account which should be considered are:

  • The free account is limited to 10,000 total records. Smaller TeamSupport accounts will be able to use the free account, however, that threshold can be reached fairly quickly on medium to large accounts.
  • Zoho Analytics supports a maximum of 100 plain text Ticket fields (including Custom Fields). If the field count exceeds 100, and error will be produced. If this Zoho limitation does not accommodate your needs, please contact TeamSupport. We can suggest alternatives that involve using our API and other BI solutions.

Setup

  1. Create an account or sign in at https://www.zoho.com/analytics/
  2. At the Home screen, click “Import your Data”



  3. Click on the “Create Blank Workspace” link and name the workspace “TeamSupport” (note – it is important that the name is exactly “TeamSupport” otherwise the integration will not work).





    Once you have named the workspace TeamSupport, click on the “Create” button and the blank workspace will be created.
  • Get your Zoho Analytics API key: Once you’ve logged into Zoho Analytics, open up a new browser tab and go to this address:

    https://accounts.zoho.com/apiauthtoken/create?SCOPE=ZohoReports/reportsapi

    You should see a screen similar to the below:



  • Click “Generate Authtoken”. Copy the token and log into TeamSupport (with an Admin rights user account).



    Go to the Admin tab and select the Integration tab at the top. Expand the “Zoho Analytics” section. Paste the value into the Zoho Analytics Authentication Token and the Confirm Zoho Analytics Authentication Token fields as shown below:

    Field Definitions
    • Zoho Username: Your email address is recommended, however depending on how you’ve setup your Zoho account, “Username” may be your email address or an actual user name
    • Zoho Password: The password will be your Zoho Analytics account password
    • Zoho Analytics Authentication Token: The Authentication Token will be your Zoho API Key (which you copied from the steps above).
    • Grid: This field has the values “US” and “EU”. The default is US. This value affects the hostname. If US is selected, .com will be used for the hostname, and iif EU is selected, .eu will be used for the hostname.
    • Send Ticket Custom Fields: Check this box if you would like to send Custom Ticket Fields to Zoho.
    • Active: Make sure to check the “Active” box in order to start the integration.

Data

TeamSupport sends over the following data to Zoho:

  • Ticket Table – This is one of the main tables in TeamSupport and contains all of the ticket information. Most reporting will be done on this table. Mapping includes the following fields:


All Ticket Custom Fields
TicketNumber
TicketURL
Name
TicketTypeName
TicketSource
Status
Severity
AssignedTo
Customers
Contacts
ProductName
ReportedVersion
SolvedVersion
GroupName
DateModified
DateCreated
DaysOpened
IsClosed
CloserName
SlaViolationTime
StatusPosition
SeverityPosition
IsVisibleOnPortal
IsKnowledgeBase
DateClosed
DaysClosed
CreatorName
ModifierName
HoursSpent
Tags
SlaWarningTime
SlaViolationHours
SlaWarningHours
MinsSinceCreated
DaysSinceCreated
MinutesToFirstResponse

  • Ticket Status History – Every time the status of a ticket changes, we log a record into this table. This allows you to keep track of how long tickets are kept in certain statuses.
  • Portal Login History – This table tracks every time a user logs into your Customer Hub
  • Knowledge Base Traffic – Tracks each time a customer views a knowledge base article and what keyword they used to find the article.
  • Chat Requests – Shows each time a user has requested a chat, and if the chat was answered or not

Sync Times and Logs

Within about 15 minutes the initial data should be loaded into your Zoho account and you will be ready to create graphs and reports in Zoho Analytics. Your workspace will look similar to the following:

Logging can be found in the Report section within the app in the report “CRM Sync Logs”.

Need more help with this?
Customer Support

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