Reporting within Zendesk
We currently use Zendesk and Salesforce Desk. However I am looking to consolidate all our correspondence from all our clients from Salesforce Desk into Zendesk.
Currentley, two of our clients communicate their issues with us via Zendesk, and 1 clent via Salesforce Desk. I was just wondering if this move over would have any impact on the reporting side of things with Zendesk if we were to have all 3 clients using Zendesk?
Are there any other potential issues that you are aware of that may arise as a result of the merge?
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Hi Sue,
A lot of the potential issues depend on how you're reporting on your clients now. If you need to add additional custom fields for the imported client, then you'll need to be aware of our custom field reporting limitations. If you're importing ticket information from Desk to Zendesk, you'll potentially lose metric information as outlined in our ticket import API endpoint documentation; however, you'd be able to set ticket solved at, created at, and updated at timestamps.
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