Integration Overview

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

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

Zoho Reports is an add-on to your TeamSupport account and plans can be purchased directly from Zoho. Smaller TeamSupport accounts will be able to use the free account, but that is limited to 10,000 total records, and since we send over more data than just the tickets that threshold can be reached fairly quickly.

Setting up the integration is straight forward – First, you will need to get an API key from Zoho.

In the event that you will need to delete a ticket from TeamSupport, please be aware that the ticket data row will need to also be manually deleted from Zoho. This is because TeamSupport cannot delete the ticket data row in the ZohoReports account through this integration.

Setup

  • Log into your Zoho Reports account and you should see a screen like the one below.



    Click on the “Create Blank Database” link and name the database “TeamSupport” (note – it is important that the name is exactly “TeamSupport” otherwise the integration will not work). The screen should look like this:



    Once you have named the database TeamSupport, click on the “Create” button and the blank database will be created.
  • Get your Zoho Reports API key: Once you’ve logged into Zoho Reports, 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:



  • Copy the “AUTHTOKEN” field 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 Reports” section. Copy the value into the Zoho Reports Authentication Token and the Confirm Zoho Reports 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 API Key (which you copied from the steps above).
      Make sure to check the “Active” box.
    • Zoho Reports 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

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 Reports.

Need more help with this?
Customer Support

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