Zendesk + Orcabase
Why did tickets spike? Ask.
Sync Zendesk Support through Fivetran and ask what’s driving tickets, how fast you respond and what customers think, in plain words and next to orders and billing.
- Synced by Fivetran
- Syncs every 6 hours
- No Fivetran account needed
Why did tickets double last week?
Delivery delays: “where is my order?” tickets rose from 41 to 88.
- They started the day the courier changed its pickup times.
- First replies slowed to 6 hours, from 2.
- Satisfaction held at 91%.
“Where is my order?” tickets, last week
How I got this· 4 steps
- Looked at your Zendesk tickets and tags
- Compared last week with the week before
- Found the tag that grew most
- Matched the start date to delivery changes
Example answer. Numbers are illustrative.
In plain words
How do I find out why support tickets went up?
Zendesk tells you how many tickets came in. Why usually lives somewhere else: a courier change, a release, a price change. Fivetran copies your tickets, their history and ratings into a database Orcabase hosts for you, next to your orders and payments.
Ask “why did tickets double last week?” and the agent looks for what changed, and shows you.
Ask in plain words
What you can ask about your Zendesk data
The agent answers with the number, a chart and the steps it took. Keep the good answers on a dashboard.
Why did tickets go up last week?
What are the top reasons customers write in?
How long do customers wait for a first reply?
What’s our satisfaction score by agent?
Which tickets took longest to solve?
How many tickets do every 100 orders create?
Which customers write in most often?
Show me tickets by channel and week.
What comes in
Your Zendesk data, ready to ask about.
A copy in a database Orcabase hosts for you, with its own folder for each app.
Tickets
Comments
Ticket history
Users and organizations
Satisfaction ratings
Groups and brands
Numbers worth defining
Define them once. Every answer agrees.
Tell Orcabase what each number means, certify it, and your dashboards, the agent and your whole team use the same one. The agent can draft these from your Zendesk data.
First reply time
Median time to the first public reply.
Resolution time
Median time from ticket created to solved.
Satisfaction
Good ratings as a share of all ratings.
Tickets per 100 orders
A measure of how smoothly things go, week by week.
Dashboards to start with
Your Zendesk numbers at a glance.
Ask the agent to build one of these, or pin charts yourself. Share any dashboard with a link.
Support
4 charts- Tickets by week
- Top tags
- First reply time
- Satisfaction
Support and orders
3 charts- Tickets per 100 orders
- Tickets by product
- Late deliveries vs tickets
Better together
Ask across Zendesk and the rest of your business.
The best questions need more than one app. The agent can pull from several sources for one answer.
How to connect
Connect Zendesk, step by step.
- 1
Find it in Sync data
In Orcabase, go to Sync data → Add source and search for Zendesk. Pick the database to sync into.
- 2
Connect Zendesk on Fivetran’s page
Enter your Zendesk address on Fivetran’s page, then sign in to Zendesk as an administrator and allow access.
- 3
Choose what to sync
Back in Orcabase, tick the data you want. Only what you pick is synced, and only it counts toward your allowance.
- 4
Ask away
The first sync starts straight away. When it’s done, ask the agent about your Zendesk data.
What you’ll need
- A Zendesk login with the Administrator role.
- The Admin role in Orcabase, and data hosting: Fivetran writes into a database Orcabase hosts for you.
- How it connects
- Synced by Fivetran
- How fresh
- Every 6 hours, as standard.
- Where your data lives
- A copy in a database Orcabase hosts for you, with its own folder for each app.
- Who can set it up
- An admin in your organization.
- Your login
- You sign in on Fivetran’s own page. Orcabase never sees your password or keys.
- Cost
- Counts toward your monthly sync allowance: 500,000 changed rows a month, as standard.
Why does it need an administrator?
Can Orcabase reply to or change tickets?
Do I need a Fivetran account?
How fresh is my Zendesk data in Orcabase?
What does syncing cost?
Your Zendesk data already has the answers.
Connect it, ask your first question, and pin the answers you want to see every week.