Announcement for Existing Zoho Analytics Integration Users

Data maintained under Change Downtime table is moved to Downtime Details and Downtime Mapping tables. Customers are advised to recreate the following reports by selecting the appropriate columns in the new tables to ensure latest data is synced in the reports:

Existing custom reports based on Change Downtime table
Downtime Details of In-Progress Changes default report

Zoho Analytics Integration

Zoho Analytics is a cloud-based reporting & business intelligence management tool that helps users derive powerful insights from business data. This integration helps IT service desk managers to analyze their service desk data visually, create dynamic reports & dashboards, and share reports.

ServiceDesk Plus Cloud integrates with Zoho Analytics to provide easy report generation, analysis, and interpretation.

This integration allows reports to be generated from the following modules and fields:

Requests
Problems
Changes
Projects
Releases
Solutions
Tasks
Worklogs

By default, the option to integrate with Zoho Analytics will not be available in the UI unless the integration was previously configured. If you want to enable Zoho Analytics integration in your setup, contact support (servicedeskplus-support@manageengine.com).

Benefits

Create reports/dashboards from external data sources such as XLS or CSV files and combine the external data with the data in ServiceDesk Plus Cloud.
Use 80+ pre-packaged reports to create fine-grained reports without writing database queries.
Schedule reports to be mailed to business users and technicians.
Export reports into PDF, XLS, CSV, or JPG files for offline consumption.

Role Required: User must have accounts in both ServiceDesk Plus Cloud and Zoho Analytics.

SDAdmin permission is required in ServiceDesk Plus Cloud to setup the integration.
All users with an account in Zoho Analytics can access and view reports in Zoho Analytics.
Only users with Write permissions in their Zoho Analytics role can create and modify reports.

Enable Integration

Go to Setup > Apps & Add-Ons > Zoho Analytics.
Click the Enable Analytics button.
Click Yes on the displayed pop-up window to push ServiceDesk Plus Cloud data to Zoho Analytics.

Use the Zoho Analytics link in the Settings page to access Zoho Analytics and view the reports generated from your help desk data.

Data Synchronization and Management Settings

After enabling the integration, administrators can schedule data synchronization and manage the data as follows:

Data Synchronization Settings: Track the last sync information from the UI.
- Periodic Data Synchronization: Sync the data from ServiceDesk Plus Cloud to Zoho Analytics at regular intervals. Choose the sync frequency.
- Upload Archived Data: Upload archived data in ServiceDesk Plus Cloud to Zoho Analytics and analyze the data via reports. You can clean uploaded archived data by selecting the Clean All and Stop option.
Reset Data: Clean up the existing data from Zoho Analytics and perform a fresh synchronization. Reports created earlier will remain intact.
Clear Data and Settings: You can disable the integration and delete your workspace.
Workspace Information: Find your workspace information and rename the workspace if needed.

Navigate to the Upload History tab to track the integration history and the data uploaded to Analytics Plus/Zoho Analytics. The details of the operation, performer, start and end time, and the status of the operation will be available.

Admin Data Takeover

Administrators can take control of a technician's workspace who has left the organization. Once the technician is deleted, the Change Ownership option will be displayed on the Settings page. Use the option to take control of the workspace.

Admin can make use of the DBID in ManageEngine Zoho Analytics to take control of a technician's workspace who has left. Contact support to get the DBID.

For any queries and assistance, contact us on sdp-ondemand-support@manageengine.com

Accessing Zoho Cloud

ServiceDesk Plus Cloud Analytics workspace has over 80 insightful reports & dashboards created by default on your ServiceDesk Plus data under the Reports tab.

You can also analyze various tables listing the data from various modules under the Explorer tab.

Go to Dashboards tab to access the data analyzing various aspects of your help desk in ServiceDesk Plus Cloud.

The workspace administrator can create reports and dashboards in their workspace and collaborate with other users.

Use the Create button on the navigation pane to create reports or dashboards.

Leverage AI Capabilities

Zia, Zoho's Artificial Intelligence assistant, is a part of Zoho Analytics.

Click Create on the navigation pane and select Ask Zia. You can ask analytics-related questions in plain English. Zia will interpret these questions, fetch data from the relevant tables, and generate the most appropriate reports.

You can alternately access the data in Zoho Analytics through Zia chatbot. Open Zia chatbot and choose the Zia reports action.

To get a report on all closed tickets in ServiceDesk Plus Cloud, ask Zia to Show requests with closed status instead of Show closed requests as Zia understands the latter as all completed requests.

Zia might generate multiple reports for queries that fetch data stored in multiple tables.