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Integrate Zendesk with Databox

Bring Zendesk data into Databox to evaluate support performance, track key metrics, and improve customer experience.

Availability

  One or more features exclusive to select subscription plans


Zendesk is cloud-based customer service software that helps teams manage and resolve support requests efficiently. It offers tools for ticket tracking, automation, and customer self-service to streamline communication, improve agent productivity, and deliver better customer experiences.

Connection

Before you begin

If your credentials don’t include full access to the data source, make sure your access level meets any permission requirements listed in the Specification section of the integration's page in the Metric Library.

Add a connection

To connect Zendesk to your Databox account for the first time or with new credentials:

  1. Enter your Zendesk domain — This is the unique part of your Zendesk URL. Use only the domain name without http:// or https://.
    1. E.g. databox.freshdesk.com
  2. Sign in to Zendesk —You'll be prompted to sign in to your Zendesk account to authorize the connection.

If you’ve already established a connection, you can reuse it to add new accounts, as long as those accounts are accessible with the existing connection's credentials.

 

 Datasets

The Zendesk integration supports the creation of datasets, which allow you to structure and format your Zendesk data for more flexible reporting in Databox. By organizing your data into a tabular format, datasets make it easier to filter, segment, and visualize key metrics across projects, clients, and team members.

The entity relationship diagram (ERD) below illustrates how data is organized within the Zendesk integration, displaying the available views and columns, as well as the relationships between them (primary and foreign keys). This diagram represents the schema, or structure, of the data and helps you understand the underlying data model. With this context, you can create datasets using the relevant views and columns to build custom metrics tailored to your reporting needs.

Zendesk ERD

To explore the interactive version of this diagram, hover over the image and click the link.

Resources

For comprehensive details on metrics, data availability, templates, specifications, usage guidelines, and other key information, refer to the resources listed below.

Metrics & Templates
Metrics & Templates		 Technical Details
Technical Details		 Behavior & Usage
Behavior & Usage		 Notes
Notes

Frequently Asked Questions

What’s the difference between the Zendesk and Zendesk Support integrations in Databox?

The Zendesk integration is a newer, dataset-supported integration introduced in 2025. It offers expanded functionality, including easier metric setup and broader data coverage.

The Zendesk Support integration is an older version that requires manual metric creation using custom API requests. This legacy integration will be deprecated in the coming months, and users are encouraged to transition to the new Zendesk integration for full functionality and continued support.

Why are certain views or columns unavailable when creating a dataset?

Databox retrieves raw data directly from Zendesk's APIs. If a view or column is missing, it is likely due to limited API support or technical implementation restrictions. If there's something you'd like to see included, feel free to submit a request on our Roadmap, so we can consider it for future updates to the integration.

Still need help?

Visit our community, send us an email, or start a chat in Databox.