Power BI Zendesk API Connector

In this article you will learn, how to integrate Zendesk data to Power BI without coding in few clicks (Live / Bi-directional connection to Zendesk). Zendesk Connector can be used to integrate Zendesk REST API in your App / BI Tools. You can read/write data about Tickets, Activity, Users, Organizations and more.

Using Zendesk API Connector you will be able to connect, read and write data from within Power BI. Let's take a look at the steps below to see how exactly to accomplish that.

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Video Tutorial - Integrate Zendesk data in Power BI

This video covers following and more so watch carefully. After watching this video follow the steps described in this article.

  • How to download / install required driver for Zendesk integration in Power BI
  • How to configure connection for Zendesk
  • Features about Zendesk Driver (Authentication / Query Language / Examples / Driver UI)
  • Using Zendesk Connection in Power BI

Create ODBC Data Source (DSN) based on ZappySys API Driver

To get data from Zendesk using Power BI we first need to create a DSN - Data Source - which will access data from Zendesk, which later will be able to get using Power BI. Perform these steps:

  1. Install ZappySys ODBC PowerPack.

  2. Open ODBC Data Sources (x64):
    Open ODBC Data Source

  3. Create a User Data Source (User DSN) based on ZappySys API Driver:

    Create new API Connection for Zendesk

    You should create System DSN if client application is launched under Windows System Account, e.g. as a Windows Service.
    Launch ODBC Data Sources 32-bit version in case your client application is a 32-bit (x86) application (required only for System DSN).
  4. When a window appears, firstly give your data source a name if you haven't done that already, then select "Zendesk" from the list of Popular Connectors. If "Zendesk" is not present in the list, then click "Search Online" and download it. Then set the path to the one where you downloaded it. Finally, hit Continue >> button to continue configuring DSN:

    ZendeskDSN
    Zendesk
    ODBC DSN Template Selection

  5. Another window appears and it's time to configure the Connection Manager. Firstly, select Authentication Type, e.g. Token Authentication. Then select API Base URL (in most cases default one is the right one). More info is available in Authentication section.

    API Reference (External Site)

    And finally, fill in all the required parameters and set optional parameters if needed.:

    ZendeskDSN
    Zendesk
    Token Authentication [Http]
    https://[$Domain$].zendesk.com/api/v2
    Required Parameters
    Domain Fill in the parameter...
    UserId Fill in the parameter...
    Token Fill in the parameter...
    Optional Parameters
    ODBC DSN HTTP Connection Configuration

  6. Once you configured a data source, you can preview data. Hit Preview tab, and use similar settings to preview data:
    ODBC ZappySys Data Source Preview

  7. Click OK to finish creating the data source

Read data in Power BI from the DSN

  1. Once you open Power BI Desktop click Get Data to get data from ODBC:
    Power Bi Get Data

  2. A window opens, and then search for "odbc" to get data from ODBC data source:
    Power Bi ODBC Get Data

  3. Another window opens and asks to select a Data Source we already created. Choose ZendeskDSN and continue:

    ZendeskDSN
    Power Bi Select ZappySys Driver DSN

  4. Most likely, you will be asked to authenticate to a newly created DSN. Just select Windows authentication option together with Use my current credentials option:

    ZendeskDSN
    Power Bi DSN Authenticaation

  5. Finally, you will be asked to select a table or view to get data from. Select one and load the data!
    Power Bi Load DSN Table Data

  6. Finally, use data extracted from Zendesk API in Power BI reports:
    Power Bi Extracted DSN Table Data

Create Custom Store Procedure in ZappySys Driver

You can create procedures to encapsulate custom logic and then only pass handful parameters rather than long SQL to execute your API call.

Steps to create Custom Store Procedure in ZappySys Driver. You can insert Placeholders anywhere inside Procedure Body. Read more about placeholders here

  1. Go to Custom Objects Tab and Click on Add button and Select Add Procedure:
    ZappySys Driver - Add Store Procedure

  2. Enter the desired Procedure name and click on OK:
    ZappySys Driver - Add Store Procedure Name

  3. Select the created Store Procedure and write the your desired store procedure and Save it and it will create the custom store procedure in the ZappySys Driver:
    Here is an example stored procedure for ZappySys Driver. You can insert Placeholders anywhere inside Procedure Body. Read more about placeholders here

    CREATE PROCEDURE [usp_get_orders]
    @fromdate = '<<yyyy-MM-dd,FUN_TODAY>>'
    AS
    SELECT * FROM Orders where OrderDate >= '<@fromdate>'

    ZappySys Driver - Create Custom Store Procedure

  4. That's it now go to Preview Tab and Execute your Store Procedure using Exec Command. In this example it will extract the orders from the date 1996-01-01:

    Exec usp_get_orders '1996-01-01'

    ZappySys Driver - Execute Custom Store Procedure

Create Custom Virtual Table in ZappySys Driver

ZappySys API Drivers support flexible Query language so you can override Default Properties you configured on Data Source such as URL, Body. This way you don't have to create multiple Data Sources if you like to read data from multiple EndPoints. However not every application support supplying custom SQL to driver so you can only select Table from list returned from driver.

Many applications like MS Access, Informatica Designer wont give you option to specify custom SQL when you import Objects. In such case Virtual Table is very useful. You can create many Virtual Tables on the same Data Source (e.g. If you have 50 URLs with slight variations you can create virtual tables with just URL as Parameter setting.

  1. Go to Custom Objects Tab and Click on Add button and Select Add Table:
    ZappySys Driver - Add Table

  2. Enter the desired Table name and click on OK:
    ZappySys Driver - Add Table Name

  3. And it will open the New Query Window Click on Cancel to close that window and go to Custom Objects Tab.

  4. Select the created table, Select Text Type AS SQL and write the your desired SQL Query and Save it and it will create the custom table in the ZappySys Driver:
    Here is an example SQL query for ZappySys Driver. You can insert Placeholders also. Read more about placeholders here

    SELECT
    "ShipCountry",
    "OrderID",
    "CustomerID",
    "EmployeeID",
    "OrderDate",
    "RequiredDate",
    "ShippedDate",
    "ShipVia",
    "Freight",
    "ShipName",
    "ShipAddress",
    "ShipCity",
    "ShipRegion",
    "ShipPostalCode"
    FROM "Orders"
    Where "ShipCountry"='USA'

    ZappySys Driver - Create Custom Table

  5. That's it now go to Preview Tab and Execute your custom virtual table query. In this example it will extract the orders for the USA Shipping Country only:

    SELECT * FROM "vt__usa_orders_only"

    ZappySys Driver - Execute Custom Virtual Table Query

Import Zendesk data into Power BI from SQL Query

If you wish to import Zendesk data from SQL query rather than selecting table name then you can use advanced options during import steps (as below). After selecting DSN you can click on advanced options to see SQL Query editor.

Import Zendesk data into Power BI using SQL Query (ODBC Data source)

Import Zendesk data into Power BI using SQL Query (ODBC Data source)

Edit Query / Using Parameters in Power BI (Dynamic Query)

In the real world, many values of your REST / SOAP API call may be coming from Parameters. If that's the case for you can try to edit script manually as below. In below example its calling SQL Query with POST method and passing some parameters. Notice below where paraAPIKey is Power BI Parameter (string type). You can use parameters anywhere in your script just like the normal variable.

Import REST API in Power BI - Using parameters in SQL Query (Edit code - Advanced Mode)

 

let
    vKey=paraAPIKey,
    Source = Odbc.Query(
    "dsn=ZS-OData Customers", 
    "SELECT * FROM $ WITH (SRC='http://httpbin.org/post'," 
    & "METHOD='POST'," 
    & "HEADER='Content-Type:application/json'," 
    & "BODY=@'{""CallerId"":1111, ""ApiKey"":""" & vKey & """}')")
in
Source

Edit Query Settings after Import

There will be a time you need to change initial Query after dataset import in Power BI. Not to worry, just follow these steps to edit your SQL.

Edit Power BI Data Source SQL after SOAP Web Service Import

Edit Power BI Data Source SQL after REST / SOAP Web Service Import

Using DirectQuery Option rather than Import

So far we have seen how to Import REST API data into Power BI but what if you have too much data and you dont want to import but link it. Power BI Offers very useful feature for this scenario. Its called DirectQuery Option. In this section we will explore how to use DirectQuery along with ZappySys Drivers. Out of the box ZappySys Drivers wont work in ODBC Connection Mode so you have to use SQL Server Connection rather than ODBC if you wish to use Live data using DirectQuery option. See below step by step instructions to enable DirectQuery mode in Power BI for REST API data. Basically we will use ZappySys Data Gateway its part of ODBC PowerPack. We will then use Linked Server in SQL Server to Link API Service and then we will issue OPENROWSET queries from Power BI to SQL Server and it will then call REST API via ZappySys Data Gateway.

Step-By-Step

  1. First read this article carefully, How to query Zendesk API in SQL Server.
  2. Once linked server is configured we are ready to issue API query in Power BI.
  3. Click Get Data in Power BI, select SQL Server Database
  4. Enter your server name and any database name
  5. Select Mode as DirectQuery
  6. Click on Advanced and enter query like below (we are assuming you have created JSON Data Source in Data Gateway and defined linked server (Change name below).
    Select * from OPENQUERY(ZENDESK_LINKED_SERVER,'SELECT * FROM Customers')
    Select * from OPENQUERY(
    ZENDESK_LINKED_SERVER,
    'SELECT * FROM Customers'
    )
    DirectQuery option for Power BI (Read REST API Data Example using SQL Server Linked Server and ZappySys Data Gateway)


    DirectQuery option for Power BI (Read REST API Data Example using SQL Server Linked Server and ZappySys Data Gateway)

  7. Click OK and Load data ... That's it. Now your Zendesk API data is linked rather than imported.

Working with Gateways in Power BI (Schedule Import)

If the data needs to be updated, it is necessary to create a gateway on-premises. In this new section, we will install a Power BI Gateway and in the next section schedule it to update the REST API information.
  1. In the last section, we Published the report. Power BI may ask you to SIGN IN.
    Sign in Power BI

    Sign in Power BI

  2. Select the Workspace and select Datasets
    Go do workspace and select dataset

    Go to workspace and dataset

  3. Right-click the report and select Settings.
    Define settings for Power BI report

    Specify settings for the report

  4. The system will ask for a Gateway. Stay here.
    add power bi gateway

    Add Power BI Gateway

  5. Use the following link to install a Data Gateway:
    https://docs.microsoft.com/en-us/power-bi/service-gateway-onprem
  6. Run the installer and press Next
    Initial gateway window for installation

    Gateway installer

  7. Select the option On-premises data gateway (recommended). This option allows access to multiple users and can be used by more applications than Power BI.
    Choose Power BI gateway

    Choose Power BI option

  8. The installer will show a warning message.
    Warning message gateway installation

    Warning message during installation

  9. Select the path to install and check the I accept the terms.
    accept terms

    Accept terms

  10. Specify the email address to use the gateway.
    Register email in gateway installation

    Register email address

  11. After entering the email, write the gateway name and a recovery key. Make sure to confirm the recovery key.
    Specify name and recovery key

    Enter recovery key

Manage gateways and configure the schedule

Once that the gateway is installed we will configure it and add the connection strings.
  1. The next step is to go to manage gateway
    Power BI - Manage Gateway Setting

    Power BI - Manage Gateway Setting

  2. In order to get the connection string, we will need the connection string of the ZappySys JSON Driver. In the first section of this post, we explained how to configure it. Press Copy Connection String
    ZappySys connection properties

    Connection properties

  3. Once that the data is copied, add a New data Source. In Data Source Name, enter the Data Source Name of the ZappySys JSON driver in step 13 and in Data Source Type, select ODBC. In connection string copy and paste from the clipboard of the step 13 and press Add.
    Zappy connection properties

    ZappySys connection properties in Power BI

  4. Once added the gateway. You can see the schedule refresh to On and Add another time to add the time where you want to refresh the data.
    Schedule gateway

    Schedule gateway

Conclusion

In this article we discussed how to connect to Zendesk in Power BI and integrate data without any coding. Click here to Download Zendesk Connector for Power BI and try yourself see how easy it is. If you still have any question(s) then ask here or simply click on live chat icon below and ask our expert (see bottom-right corner of this page).

Documentation 

Actions supported by Zendesk Connector

Zendesk Connectors support following actions for REST API integration. If some actions are not listed below then you can easily edit Connector file and enhance out of the box functionality.
 Read Tickets (All)
Get a list of all tickets in your account
Parameter Description
Sort By Sort By field
Option Value
id id
assignee assignee
assignee.name assignee.name
created_at created_at
group group
locale locale
requester requester
requester.name requester.name
status status
subject subject
updated_at updated_at
Sort Order Sort order
Option Value
desc desc
asc asc
Extra Columns to Include
Option Value
Default
comment_count comment_count
External ID for Ticket
 Read Tickets (Incremental)
Get a list of tickets changed after specified date/time
Parameter Description
Start Time (i.e. yyyy-MM-dd or yyyy-MM-ddTHH:mm:ss) Start DateTime for data fetch. Tickets modified after this date/time is fetched. Date format must be in ISO format yyyy-MM-dd or yyyy-MM-ddTHH:mm:ss
 Read Ticket(s) by ID
Get a list of all tickets in your account
Parameter Description
Ticket ID(S) - Use Comma for multiple (e.g. 111,222)
 Read User(s) by ID
Get a list of users in your account for specific id(s)
Parameter Description
User ID(S) - Use Comma for multiple (e.g. 111,222)
 Read Organization(s) by ID
Get a list of organizations in your account for specific id(s)
Parameter Description
Organization ID(S) - Use Comma for multiple (e.g. 111,222)
 Read Tickets for Organization
Get all tickets for specified organization_id
Parameter Description
Organization ID
 Read Tickets for User (Requested)
Get all requested tickets for specified user_id
Parameter Description
User ID
 Read Tickets for User (CCed)
Get all CCed tickets for specified user_id
Parameter Description
User ID
 Read Tickets for User (Assigned)
Get all assigned tickets for specified user_id
Parameter Description
User ID
 Read Tickets (Recent)
Get all recent tickets
 Read Tickets Count (All)
Returns an approximate count of tickets in the account. If the count exceeds 100,000, it is updated every 24 hours. The count[refreshed_at] property is a timestamp that indicates when the count was last updated. Note: When the count exceeds 100,000, count[refreshed_at] may occasionally be null. This indicates that the count is being updated in the background, and count[value] is limited to 100,000 until the update is complete.
 Read Tickets Count (for Organization)
Returns an approximate count of tickets for specified organization_id. If the count exceeds 100,000, it is updated every 24 hours. The count[refreshed_at] property is a timestamp that indicates when the count was last updated. Note: When the count exceeds 100,000, count[refreshed_at] may occasionally be null. This indicates that the count is being updated in the background, and count[value] is limited to 100,000 until the update is complete.
Parameter Description
Organization ID
 Read Ticket Metrics
Returns a list of tickets with their metrics..
 Read Ticket Fields
Returns a list of all system and custom ticket fields in your account. For accounts without access to multiple ticket forms, positions can be changed using the Update Ticket Field endpoint or the Ticket Forms page in Zendesk Support (Admin > Manage > Ticket Forms). The Ticket Forms page shows the fields for the account. The order of the fields is used in the different products to show the field values in the tickets.
 Read Ticket Forms
Returns a list of all ticket forms for your account if accessed as an admin or agent. End users only see ticket forms that have end_user_visible set to true.
 Read Ticket Comments
Returns comments for specified ticket ID.
Parameter Description
Ticket ID
Sort Order Sort order
Option Value
desc desc
asc asc
Include inline images Default is false. When true, inline images are also listed as attachments in the response
Option Value
false false
true true
 Read Ticket Attachments
Returns attachments for the specified Ticket ID.
Parameter Description
Ticket ID
Sort Order Sort order
Option Value
desc desc
asc asc
Include inline images Default is false. When true, inline images are also listed as attachments in the response
Option Value
false false
true true
 Read Ticket ActivityStream
Lists ticket activities in the last 30 days affecting the agent making the request. The Ticket Activities API returns ticket activities by other people affecting the agent making the API request. Ticket activities include assigning a ticket to the agent, increasing the priority of a ticket assigned to the agent, or adding a comment to a ticket assigned to the agent. A possible use case for the API is building a personalized notification service for agents.
Parameter Description
Since (ISO e.g. 2013-04-03T16:02:46Z) return the activities since a specific date. The since parameter takes a UTC time in the ISO 8601 format. Example: &#39;2013-04-03T16:02:46Z&#39;.
 Read Ticket ActivityStream Details
Lists ticket activity details.
Parameter Description
activity_id
 Search Records
Returns max 1000 records based on search criteria (i.e. query) you specify
Parameter Description
query
Option Value
Example: Search by Ticket ID 112233
Example: Search by Ticket Status status&lt;solved
Example: Search by Some Text SomeText
Example: Search By Status SomeText
Example: Search by Type and Status type:ticket status:open
Example: Search by Type and Name type:user &quot;Jane Doe&quot;
Example: Search by Type and CreationDate type:organization created&lt;2015-05-01
Example: Search By Type and Tag type:ticket tags:red tags:blue
Sort By
Option Value
updated_at updated_at
created_at created_at
priority priority
status status
ticket_type ticket_type
Sort Order
Option Value
desc desc
asc asc
Extra Columns to Include You can list email CCs by side-loading users.
Option Value
Default
users users
 Read Organization Count
Get organizations count.
 Read Organization Fields
Returns a list of custom Organization Fields in your account. Fields are returned in the order that you specify in your Organization Fields configuration in Zendesk Support. Clients should cache this resource for the duration of their API usage and map the key for each Organization Field to the values returned under the organization_fields attribute on the Organization resource.
 Read Tags
Lists the 500 most popular tags in the last 60 days, in decreasing popularity. You must enable the tagging of users and organizations in Zendesk Support for the API calls to work. Select Manage > Settings > Customers, and enable the option.
 Read Groups
Get information about groups.
 Read User Fields
Returns a list of custom User Fields in your account. Fields are returned in the order that you specify in your User Fields configuration in Zendesk Support. Clients should cache this resource for the duration of their API usage and map the key for each User Field to the values returned under the user_fields attribute on the User resource.
 Read Current User Info
Get information for current profile based on credentials you have used.
 Read Brands
Get information about brands.
 Read Views
Get information about views.
 Read Macros
Get information about macros.
 Read Sessions
Get information about Sessions.
 Read User Sessions
Get information about user sessions.
Parameter Description
user_id
 Read Requests
Returns a list of requests.
Parameter Description
Sort By Sort By field
Option Value
updated_at updated_at
created_at created_at
Sort Order Sort order
Option Value
desc desc
asc asc
Status Sort order
Option Value
new new
open open
pending pending
solved solved
closed closed
 Read Requests Search
Returns a requests using search criteria.
Parameter Description
Sort By Sort By field
Option Value
updated_at updated_at
created_at created_at
Sort Order Sort order
Option Value
desc desc
asc asc
query
Option Value
Example: Search by Ticket ID 112233
Example: Search by Ticket Status status&lt;solved
Example: Search by Some Text SomeText
Example: Search By Status SomeText
Example: Search by Type and Status type:ticket status:open
Example: Search by Type and Name type:user &quot;Jane Doe&quot;
Example: Search by Type and CreationDate type:organization created&lt;2015-05-01
Example: Search By Type and Tag type:ticket tags:red tags:blue
Status Sort order
Option Value
new new
open open
pending pending
solved solved
closed closed
organization_id
cc_id
 Read Attachment
Read attachment information
Parameter Description
Attachment ID
 Delete Attachment
Delete attachment
Parameter Description
Attachment ID
 Upload Attachment (Single file)
Upload files to Zendesk which can be used as attachment later.
Parameter Description
File Name File name for display purpose
File Path (Local)
Token for exising Upload Session Blank if creating a new upload
 Delete Upload Session
Delete upload session and all its attachments.
Parameter Description
Token for exising upload
 Create Ticket (Single)
Creates one ticket at a time and wait until its created. Use BULK Table instead of this one to create multiple tickets.
 Create Tickets (Bulk)
Create tickets in bulk (job is queued) and wait until done. This is faster than one request at a time
 Delete Tickets (Bulk)
Delete multiple tickets in a single request. This is faster than row by row operation.
Parameter Description
Ticket ID(S) - Use Comma for multiple (e.g. 111,222)
 Update Tickets (Bulk)
Update tickets in bulk (job is queued) and wait until done. This is faster than one request at a time
 Update Ticket (Single)
Update single ticket. Use bulk operation if you pfrefer to update multiple tickets. If you like to set additional_tags or remove_tags then use BULK Table (Tickets)
Parameter Description
Ticket ID to Update
 Delete Ticket
Delete ticket by id.
Parameter Description
Ticket ID for Delete
 Read Users (All)
Get a list of all users in your account
Parameter Description
Role
Option Value
agent agent
admin admin
end-user end-user
permission_set
External ID for Ticket
 Read Organizations (All)
Get a list of all organizations in your account
 Generic Request
This is generic endpoint. Use this endpoint when some actions are not implemented by connector. Just enter partial URL (Required), Body, Method, Header etc. Most parameters are optional except URL.
Parameter Description
Url API URL goes here. You can enter full URL or Partial URL relative to Base URL. If it is full URL then domain name must be part of ServiceURL or part of TrustedDomains
Body Request Body content goes here
IsMultiPart Check this option if you want to upload file(s) (i.e. POST RAW file data) or send data using Multi-Part encoding method (i.e. Content-Type: multipart/form-data). Multi-Part request allows you to mix key/value and upload files in same request. On the other hand raw upload allows only single file upload (without any key/value) ==== Raw Upload (Content-Type: application/octet-stream) ===== To upload single file in raw mode check this option and specify full file path starting with @ sign in the Body (e.g. @c:\data\myfile.zip ) ==== Form-Data / Multipart Upload (Content-Type: multipart/form-data) ===== To treat your Request data as multi part fields you must specify key/value pairs separated by new lines into RequestData field (i.e. Body). Each key value pair is entered on new-line and key/value are separated using equal sign (=). Preceding and trailing spaces are ignored also blank lines are ignored. If field value has some any special character(s) then use escape sequence (e.g. For NewLine: \r\n, For Tab: \t, For at (@): \@). When value of any field starts with at sign (@) its automatically treated as File you want to upload. By default file content type is determined based on extension however you can supply content type manually for any field using this way [ YourFileFieldName.Content-Type=some-content-type ]. By default File Upload Field always includes Content-Type in the request (non file fields do not have content-type by default unless you supply manually). For some reason if you dont want to use Content-Type header in your request then supply blank Content-Type to exclude this header altogather [e.g. SomeFieldName.Content-Type= ]. In below example we have supplied Content-Type for file2 and SomeField1, all other fields are using default content-type. See below Example of uploading multiple files along with additional fields. file1=@c:\data\Myfile1.txt file2=@c:\data\Myfile2.json file2.Content-Type=application/json SomeField1=aaaaaaa SomeField1.Content-Type=text/plain SomeField2=12345 SomeFieldWithNewLineAndTab=This is line1\r\nThis is line2\r\nThis is \ttab \ttab \ttab SomeFieldStartingWithAtSign=\@MyTwitterHandle
Filter Enter filter to extract array from response. Example: $.rows[*] --OR-- $.customers[*].orders[*]. Check your response document and find out hierarchy you like to extract
Headers Headers for Request. To enter multiple headers use double pipe or new line after each {header-name}:{value} pair

Other App Integration scenarios for Zendesk

Other API Connectors for Power BI


Documentation 

  • How to connect Zendesk in Power BI?

  • How to get Zendesk data in Power BI?

  • How to read Zendesk data in Power BI?

  • How to load Zendesk data in Power BI?

  • How to import Zendesk data in Power BI?

  • How to pull Zendesk data in Power BI?

  • How to push data to Zendesk in Power BI?

  • How to write data to Zendesk in Power BI?

  • How to POST data to Zendesk in Power BI?

  • Call Zendesk API in Power BI

  • Consume Zendesk API in Power BI

  • Zendesk Power BI Automate

  • Zendesk Power BI Integration

  • Integration Zendesk in Power BI

  • Consume real-time Zendesk data in Power BI

  • Consume realtime Zendesk API data in Power BI

  • Zendesk ODBC Driver | ODBC Driver for Zendesk | ODBC Zendesk Driver | SSIS Zendesk Source | SSIS Zendesk Destination

  • Connect Zendesk in Power BI

  • Load Zendesk in Power BI

  • Load Zendesk data in Power BI

  • Read Zendesk data in Power BI

  • Zendesk API Call in Power BI