Visualize Zendesk Data in Tableau

The CData ODBC Driver for Zendesk enables you to access live Zendesk data in business intelligence tools like Tableau. In this article, you will integrate Zendesk data into a dashboard that reflects changes to Zendesk data in real time.

The CData ODBC drivers offer unmatched performance for interacting with live Zendesk data in Tableau due to optimized data processing built into the driver. When you issue complex SQL queries from Tableau to Zendesk, the driver pushes supported SQL operations, like filters and aggregations, directly to Zendesk and utilizes the embedded SQL engine to process unsupported operations (often SQL functions and JOIN operations) client-side. With built-in dynamic metadata querying, you can visualize and analyze Zendesk data using native Tableau data types.

Connect to Zendesk as an ODBC Data Source

If you have not already, first specify connection properties in an ODBC DSN (data source name). This is the last step of the driver installation. You can use the Microsoft ODBC Data Source Administrator to create and configure ODBC DSNs.

Connecting to Zendesk

To connect, set the URL and provide authentication. The URL is your Zendesk Support URL: https://{subdomain}.zendesk.com.

Authenticating to Zendesk

You can authenticate using the Basic or OAuth methods.

Using Basic Authentication

To use Basic authentication, specify your email address and password or your email address and an API token. Set User to your email address and follow the steps below to provide the Password or ApiToken.

• Enable password access in the Zendesk Support admin interface at Admin > Channels > API.
• Manage API tokens in the Zendesk Support Admin interface at Admin > Channels > API. More than one token can be active at the same time. Deleting a token deactivates it permanently.

Using OAuth Authentication

See the Getting Started guide in the CData driver documentation for an authentication guide.

When you configure the DSN, you may also want to set the Max Rows connection property. This will limit the number of rows returned, which is especially helpful for improving performance when designing reports and visualizations.

Add Zendesk Data to a Dashboard

1. Click Connect to Data -> More Servers -> Other Databases (ODBC).
   Select the CData Data Source Name (for example: CData Zendesk Source).
2. In the Database menu, select CData.
3. In the Table box, enter a table name or click New Custom SQL to enter an SQL query. This article retrieves the Tickets table.
4. Drag the table onto the join area. At this point, you can include multiple tables, leveraging the built-in SQL engine to process complex data requests. 👁 A connection to a single table. (Google Sheets is shown.)
   
5. In the Connection menu, select the Live option, so that you skip loading a copy of the data into Tableau and instead work on real-time data. The optimized data processing native to CData ODBC drivers enables unmatched performance in live connectivity.
6. Click the tab for your worksheet. Columns are listed as Dimensions and Measures, depending on the data type. The CData driver discovers data types automatically, allowing you to leverage the powerful data processing and visualization features of Tableau.
7. Drop the Id column in the Dimensions pane onto the dashboard. When you select dimensions, Tableau builds a query to the driver. The results are grouped based on that dimension. In Tableau, the raw query is automatically modified as you select dimensions and measures.

8. Drag the Subject column in the Measures field onto the Detail and Color buttons. Tableau executes the following query:

   SELECT Id, SUM(Subject) FROM Tickets GROUP BY Id
   

   When you select a measure, Tableau executes a command to the driver to calculate a summary function, such as SUM, AVG, etc., on the grouped values. The SQL engine (embedded within the driver) is leveraged to process the aggregation of the data, where needed, providing a seamless experience in Tableau, regardless of the data source.

   To change the summary function, open the Subject menu and select the summary you want in the Measure command.

   👁 A simple visualization that shows the latest data.
   

9. You can create other charts using dimensions and measures to build SQL queries visually:

   👁 A dashboard with several visualizations. The SQL query that corresponds to each chart is shown next to the chart. (Google Sheets is shown.)
   

With the CData ODBC Driver for Zendesk, you get live connectivity to your Zendesk data, allowing you to build real-time charts, graphs, and more.