Service and work management · data source guide
Zendesk data in Power BI
Connector status
Connector in Microsoft's list (Preview)
- Zendesk Data (Preview)
Microsoft's connector index lists Zendesk Data (Preview) for Power BI (semantic models) and Power Query Online. The connector's own reference page, which notes the connector is owned and provided by Zendesk, shows its release state as general availability; treat it as Preview until the index agrees.
Checked against Microsoft Learn's Power Query connector list on 5 November 2026. Connectors change; check the list before you build.
How to get Zendesk data into Power BI
In order of preference for a report that refreshes on its own.
- 1
Use the Zendesk connector
Get data → Zendesk Data, enter your Zendesk URL (https://yourcompany.zendesk.com) and sign in. Pick the ticket, user and group tables you need.
- 2
Import only
The connector supports import. Schedule refresh to match how often the support team reviews service levels.
- 3
Ticket metrics for timings
First reply and resolution times live in Zendesk's ticket metrics, not on the ticket row; include them for SLA measures.
- 4
Exports or API for gaps
If a field you need isn't exposed by the connector, Zendesk's API covers it. Power BI's Web connector can call a REST API, but paging, authentication tokens and scheduled refresh in the Service take care: dynamic URLs built from parameters may not refresh in the Service unless the base URL is static (use Web.Contents with RelativePath and Query).
Typical Zendesk KPIs
Table and column names in the DAX are illustrative: rename them to match your model.
First reply time
Median minutes to first public agent reply.
First Reply (median min) = MEDIAN ( TicketMetrics[FirstReplyMinutes] )Full resolution time
Median hours from creation to solved.
Resolution (median h) = MEDIAN ( TicketMetrics[FullResolutionHours] )SLA attainment
Tickets that met their SLA target divided by tickets with an SLA.
SLA Met % = DIVIDE ( CALCULATE ( COUNTROWS ( Tickets ), Tickets[SlaMet] = TRUE () ), CALCULATE ( COUNTROWS ( Tickets ), NOT ISBLANK ( Tickets[SlaPolicy] ) ) )CSAT
Good ratings divided by all ratings.
CSAT = DIVIDE ( CALCULATE ( COUNTROWS ( Ratings ), Ratings[Score] = "good" ), COUNTROWS ( Ratings ) )Backlog
Open tickets (new, open, pending) at the end of the period.
Backlog = CALCULATE ( COUNTROWS ( Tickets ), Tickets[Status] IN { "new", "open", "pending" } )Modelling notes for Zendesk
- Use medians for times; a few tickets left open for weeks distort averages.
- Business hours vs calendar hours: Zendesk can report both; pick one and label it.
- Reopened tickets count again in some metrics; decide how to treat them.
Templates for Zendesk data
Free page layouts with a background, theme JSON and PBIP project. Swap the sample tables for your own queries.
Operations template
Customer SupportPower BI customer support dashboard template: CSAT gauge, response and resolution time KPIs, created vs solved trend, ticket categories and agent table.
Operations template
Call Centre OperationsDark Power BI call centre wallboard template: six live KPI tiles, calls offered vs answered by interval, service-level gauge and agent states.
IT template
IT Service DeskPower BI IT service desk dashboard template (ITSM): open incidents, P1s, MTTR and SLA KPIs, incident trend by priority, SLA gauge and breach-risk table.
Operations template
Energy ConsumptionPower BI energy and sustainability dashboard template: kWh, cost, carbon and intensity KPIs, hourly load, source mix, site vs baseline and load-profile heatmap.
Operations template
Solar GenerationPower BI solar PV dashboard template: generation vs expected, performance ratio, inverter availability, typical-day profile, lost energy by cause and revenue.
IT template
Cloud Cost (FinOps)Dark Power BI cloud cost (FinOps) dashboard template: spend vs budget by team, spend by service, unit cost per 1,000 requests, commitment coverage and savings.
Power BI visuals for IT · More by department: Operations templates · IT templates
Visuals for Zendesk KPIs
Chart types that suit these KPIs, with data shapes and example prompts.
Visual
Box PlotOrder-value distributions by region; Ticket-resolution-time distributions by priority
Visual
Bullet ChartExecutive KPI scorecards (5-10 KPIs in a grid); Sales attainment across reps or regions
Visual
HeatmapHour-of-day × day-of-week traffic or activity patterns; Correlation matrix between dozens of numeric metrics
Visual
Calendar HeatmapDaily sales or revenue intensity across the year; Website traffic patterns (day-of-week × week-of-year)
Zendesk and Power BI: questions
Is the Zendesk connector Preview or generally available?
Microsoft's connector index lists it as Zendesk Data (Preview); the connector's reference page shows general availability. Both were checked on 5 November 2026.
Why are my SLA numbers different from Zendesk's dashboard?
Check business vs calendar hours, which tickets have an SLA policy, and whether reopened tickets are counted. Align those definitions in the measure.
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Zendesk is a trademark of its owner. Product names are used only to describe compatibility; VizForge is not affiliated with, endorsed by or sponsored by the owner or by Microsoft.
Design the Zendesk report page first
Lay out KPI cards and visual slots in the free Design Studio, then export the background, theme JSON and a PBIP project to bind to your data.
The design studio for Power BI. Free, in your browser, no sign-up.