Connecting Zendesk to Power BI - the results in the number of tickets returned via the app "Zendesk for Admins" show an important amount of missing items

Hi,

My team and I are facing a major roadblock with the Zendesk app for Power BI (Zendesk for Admins -see attachment below).

After connecting this app to our Microsoft platform (following the guidelines hereafter: Connecting Zendesk to PBI) in order to get Power BI dashboards and a set of reports providing insights about our ticket volumes and agents' performance, we have identified a great disparity in the number of tickets displayed within those reports.

For instance, when we wanted to see the requests that our team has handled since the beginning of the year, half of the tickets created within that timeline would not appear within the reports, which could be quite alarming (see attachments below).

For us to get -almost- similar figures, we seemed to be limited to requests created/updated within the last quarter, except for a few -less than 10- exceptions (see attachments below).

Even then, we faced great discrepancies in terms of "solved" tickets (see attachments below).

A documentation on the PBI website mentioned a change in the returned results for large queries through the Zendesk Support Search API that returns tickets, users, and organizations (see attachment below).

Could this be the reason behind the large variations that we saw between the Zendesk reporting and Power BI?

If so, could you help us work around this so that we could get precise data via the Zendesk app for Power BI?

Looking forward to hearing from you.

Kind regards,

Michel

Connecting Zendesk to Power BI - the results in the number of tickets returned via the app "Zendesk for Admins" show an important amount of missing items

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