Numlytics Product
Connect. Unify. Govern. Understand.
Turn Fragmented Service Data Into Trusted Business Intelligence
When support, operations, and leadership work from different numbers, the risk isn't wasted time, it's decisions nobody fully trusts. The Customer Service Intelligence Hub gives you one governed foundation for service data on Microsoft Fabric, starting with the Zendesk Accelerator.
See ticket status, priority, and key metrics change over time, not just today's snapshot
One governed dataset feeds every dashboard, so every team works from the same numbers
Extends beyond Zendesk to Salesforce, Dynamics 365, ServiceNow, and SAP as you grow
Platform Capabilities
3 Entities
Core Zendesk entities supported today: tickets, users, and groups
Layered
Governed Bronze, Silver, Gold Fabric Lakehouse architecture
History
Captured ticket versions for trend and point-in-time analysis
Extensible
Expand to Salesforce, Dynamics 365, ServiceNow, or SAP over time
Low-Maint.
Scheduled operation, limited ongoing effort, fully documented
Before & After
See the Difference the Pipeline Makes
Same Zendesk data, two very different reporting experiences. Click a tab to see what changes once your data runs through the pipeline.
Before
Native Zendesk Dashboard
What you get out of the box with Zendesk Explore. Solid for day-to-day agent-level views, scoped entirely to Zendesk's own reporting layer.
- Current and recent-state metrics, built around the selected reporting period
- Reports built and saved inside Zendesk's own query builder
- Each user can build their own view with their own filters
- Data stays inside Zendesk, not portable to other tools without a manual export
One period
Strong within the selected window,
no built-in view across periods
no built-in view across periods
After
Report-Ready Data, Built on a Real Architecture
The same Zendesk metrics, landed on a governed, layered architecture, raw extraction, cleaning, then historized, report-ready tables, and modeled into Power BI.
- Every ticket change preserved, full historical trend analysis over any date range
- One governed dataset feeds every report, same definitions for every team
- Report layouts built to your own KPIs, using report-ready tables, not limited to a pre-built query tool
- Data lives in your own data lake, ready to sit alongside other business data
- Built on a governed, layered data architecture, not a one-off script pulling data on demand
- Runs automatically once deployed, staying low maintenance and cost-efficient over time
33+ Weeks
Full history captured and growing,
never reset each period
never reset each period
The Problem
Is Your Support Data Stuck in the Present?
When support, operations, and leadership pull different numbers for the same question, the cost isn't just confusion. It's decisions made on data nobody fully trusts. Zendesk is built to run your support desk, not to serve as a governed data architecture for reporting, so as ticket volume and reporting needs grow, that trust gap tends to grow with them.
The Reporting Gap
01
Teams Work From Different Numbers
Support, operations, and leadership may use different exports, filters, and definitions. Without a shared reporting foundation, the same question can produce different answers.
Trust Gap
02
Support Performance Trends Are Hard to Govern
Without a consistent historical model, it is difficult to determine whether resolution times are improving, where workload is building, which teams are under pressure, or where service levels need attention.
Performance Blind Spots
03
Manual Exports Become Outdated Quickly
An export reflects the data available at the time it was created. As tickets arrive and existing records change, teams can end up working from different versions of the numbers.
Version Confusion
04
Reporting Does Not Answer Every Business Question
Zendesk provides useful reporting for everyday support operations. But cross-team analysis, historical comparisons, custom definitions, and broader reporting views often require additional preparation.
Reporting Gaps
05
No Governed Architecture Behind the Data
Reporting logic usually lives inside whatever script, export, or one-off query built it at the time. Without a structured, layered architecture underneath, every new reporting question means starting over instead of building on something governed.
No Real Architecture
06
Growing Ticket Volume Makes Reporting Harder
As ticket volume grows, manual exports and custom scripts take longer to run, are harder to validate, and slower to keep current.
Doesn't Scale
The Solution
One Governed Foundation. Historical Service Data. Report-Ready Insights.
The Customer Service Intelligence Hub is built to answer one question with confidence: can everyone in the business trust the numbers behind support performance? It starts with the Zendesk Accelerator, which automatically syncs your Zendesk data into a governed Microsoft Fabric Lakehouse, preserves historical versions observed through the Zendesk API, and prepares clean, report-ready datasets. Your team gets a reliable data foundation without building the ingestion, cleansing, and historical-modeling process from scratch, and without taking on the ongoing cost of maintaining it yourself.
The Architecture Behind It
Data lands through automated extraction, is cleaned and structured, then historized into report-ready tables. It's a governed, layered architecture, not a one-off script pulling data on demand, and it runs automatically once deployed, staying low maintenance and cost-efficient over time.
Typical Payback
Most teams recover the cost of the Zendesk Accelerator within the first two reporting cycles by eliminating manual exports, spreadsheet reconciliation, and the time spent reconfirming whose numbers are correct.
See Performance Over Time
Understand how ticket volume, backlog, resolution times, SLA performance, and customer satisfaction are changing, not just where they stand today.
One Consistent View of Support
Give support, operations, and leadership a shared set of numbers and definitions they can use with confidence.
Spend Less Time Preparing Reports
Replace recurring exports and spreadsheet stitching with report-ready data that is prepared automatically.
Make Faster Operational Decisions
Identify workload pressure, recurring issues, SLA risks, and team performance earlier, before they become larger customer problems.
Product Benefits
Six Ways to Get More From Zendesk Data
From trend analysis to staffing decisions, turn everyday support data into insights your team can act on.
Track Support Trends
See how ticket volumes, backlog, resolution times, and customer satisfaction change over days, weeks, and quarters.
Trend Visibility
Understand Ticket History
See how tickets move through your support process and understand the changes behind your current numbers.
Historical Insight
Monitor SLA Performance
Identify where response and resolution targets are being missed, which teams are under pressure, and where action is needed.
SLA Visibility
Compare Teams and Workloads
Understand workload, productivity, and performance across agents, groups, regions, or support queues using consistent measures.
Team Performance
Improve Customer Experience
Connect ticket activity, resolution outcomes, satisfaction scores, and issue types to discover what is affecting customer experience.
CX Insight
Plan With Confidence
Use reliable historical trends to support staffing decisions, improve processes, prioritize improvement work, and plan for future demand.
Better Planning
How This Plays Out
See the Difference Better Support Data Makes
Illustrative scenarios based on the reporting gaps most support and operations teams run into. Client-specific results are added as they become available.
SLA & Resolution Performance
Address service-level risks before they become customer escalations.
Weekly exports can hide a gradual decline in response or resolution performance. With regularly refreshed support data in Power BI, leaders can monitor SLA results and resolution trends, identify where performance is changing, and act before the issue becomes more visible to customers.
Direct impact: earlier visibility into SLA risks, resolution pressure, and areas that need operational attention.
Ticket History & Root-Cause Analysis
Understand the journey behind a ticket, not just its final status.
When a ticket takes too long to resolve, the current record may not explain what happened along the way. Historical ticket versions and agreed event data can help your team analyze status movement, ownership changes, waiting periods, and resolution patterns without manually reconstructing the story.
Direct impact: faster investigation, clearer accountability, and better understanding of recurring support delays.
Key Features
A Complete Pipeline, Report-Ready From Day One
Everything needed to move Zendesk data into reporting is already built and running, not something your team has to piece together.
Full History
See Trends, Not Just Snapshots
Past ticket and SLA states are kept, not overwritten, so you can track how things changed over time instead of only seeing where they stand today.
Always Current
Automatic Daily Updates
New and changed records sync automatically through incremental updates, so your reports stay current without anyone running a manual pull.
Report Ready
No Data Wrangling Needed
Data arrives clean and pre-modeled, ready to connect to Power BI, so your team can start building reports right away instead of preparing the data first.
Fabric-Native
Built on a Modern, Cloud Platform
Runs on Microsoft Fabric, so it scales with your data without extra infrastructure to manage or maintain on your side.
Portable
Not Locked to One Platform
The underlying approach isn't tied to Fabric alone. If your organization's tech stack changes, the pipeline can be adapted to a different data platform.
Ready-Built
A Pipeline You Don't Build From Scratch
The full path from Zendesk to your data lake to report-ready tables runs on a governed, layered architecture that's already in place. You're plugging into a finished pipeline, not starting a new project.
Implementation Roadmap
Build the Foundation for Better Zendesk Reporting
A focused, three-phase rollout that takes you from initial discovery to a live, low-maintenance reporting solution.
Phase 1 · 1 Day
Discover Your Reporting Needs
We review your Zendesk setup, reporting goals, key metrics, teams, and the business questions your current reports don't answer.
A clear implementation plan, agreed reporting scope, and prioritized business requirements.
Alignment
Phase 2 · 2–3 Days
Build the Pipeline and Data Architecture
Raw ticket data becomes a consistent, trend-ready foundation, extracted, cleaned, and historized on a governed, layered architecture rather than a one-off script.
A structured, historized Zendesk dataset, built on a governed architecture and ready for reporting.
Data Architecture
Phase 3 · Review & Launch
Connect and Validate Your Reporting
Reporting views are connected, checked against the business questions agreed in discovery, and validated with your team before handover.
A live, report-ready reporting solution, validated with your team, plus a walkthrough and handover documentation.
Review
Use Cases
Built Around the Decisions Support Teams Need to Make
The same pipeline, applied to the reporting problems support and ops teams run into most often.
Financial Services
Strengthen SLA Accountability
✓
Give every team a consistent view of service performance
Service Governance
Bring teams together around consistent definitions for response time, resolution time, SLA performance, backlog, and customer satisfaction. Give leaders a clearer view of where service levels are being met and where improvement is needed.
SaaS & Technology
Scale Support Without Losing Visibility
✓
Understand backlog and workload trends earlier
Growth & Capacity Planning
As support teams expand across products, shifts, and time zones, leaders need more than today's ticket count. Use historical trends to understand backlog movement, workload pressure, resolution performance, and where additional capacity may be needed.
Agencies & Professional Services
Deliver Clearer Client Reporting
✓
Reuse a consistent reporting foundation across clients
Client Reporting
When you manage support operations for clients, recurring reporting should not require rebuilding the numbers every month. Use structured, Power BI-ready data to create repeatable views of volume, response, resolution, SLA, and customer experience performance.
Ecommerce & Retail
Stay Ahead of Seasonal Demand
✓
Track service performance during peak periods
Peak-Period Operations
Sales events, holidays, and product launches can quickly change support demand. Monitor ticket volume, backlog, response times, and resolution trends so your team can adjust staffing and priorities as conditions change.
Beyond the Hub
The Customer Service Intelligence Hub Is One Part of What We Do.
Numlytics delivers end-to-end Microsoft data analytics solutions, from cloud migration and data engineering to BI consulting and AI-ready architecture. One partner for your entire data estate, not just your support data.
Microsoft Fabric Migration
Move your broader data estate to Microsoft Fabric, the same platform your Hub already runs on, so it becomes one part of a unified, governed environment instead of a standalone feed.
Explore Microsoft Fabric Migration
Power BI Consulting & Dashboard Development
Once your service data is flowing, our Power BI specialists can design the dashboards on top of it, from executive scorecards to operational views your support and ops teams use daily.
Explore Power BI Consulting
Azure DataOps & Cloud Data Engineering
If Zendesk is one of several systems feeding your reporting, we build the wider pipelines and lakehouse architecture to bring the rest of your data sources into the same reliable flow.
Explore Azure DataOps
Data Quality Framework
Add automated daily checks across your data estate so issues get caught the day they happen, whether they originate in Zendesk, another source system, or your Power BI models.
Explore the Data Quality Framework
Not Sure Which Solution You Need?
Our team works across the full Microsoft data stack, Power BI, Fabric, and Azure, plus source systems like Zendesk, Oracle, and MySQL. Tell us your challenge, and we'll point you in the right direction. No commitment required.
Common Questions
Common Questions About the Hub
Your team can spend less time preparing reports and more time acting on them. The solution helps you monitor backlog, workload, resolution performance, SLA results, customer satisfaction, and trends over time so support decisions can be based on a consistent view of the data.
Delivery is fast. A typical rollout takes about 5 to 6 working days: one day for discovery and scoping, two to three days to build the data architecture and historize your Zendesk data, and the remaining time to connect, validate, and hand off the reporting to your team.
It is designed for customer experience leaders, support managers, operations teams, and organizations that use Zendesk for support and reporting. It is particularly useful when teams rely on manual exports, need consistent performance definitions, or want better visibility into historical support trends.
Yes. Once deployed, the pipeline syncs on its scheduled cadence without manual intervention, pulling new and changed Zendesk data automatically. Ongoing effort is typically limited to periodic review rather than day-to-day upkeep, which keeps it low maintenance and cost-efficient to operate compared with maintaining a custom-built pipeline yourself.
No new risk is introduced to your Zendesk account. Access is read-only and scoped to the agreed data, tickets, users, and groups are never modified. Your data lands in a Microsoft Fabric environment you control, governed the same way the rest of your Fabric estate is governed, so it can be brought under your existing security, retention, and compliance policies rather than living in a separate, unmanaged system.
It is a governed service data and analytics platform, starting with the Zendesk Accelerator: a pre-built pipeline that connects your Zendesk data to a governed Microsoft Fabric architecture and prepares it as report-ready data. It helps your team move beyond manual exports and current-state reports to understand support performance, trends, workload, service levels, and customer experience over time, and it is built to extend beyond Zendesk to other service systems as your needs grow.
The solution is designed to read the agreed Zendesk data for reporting and does not modify tickets, users, groups, or other support records. API usage is managed through scheduled extraction, pagination, retry handling, and rate-limit-aware processing. The final refresh frequency is agreed during implementation based on your reporting needs and Zendesk account limits.
The solution can preserve historical versions of ticket data observed through the agreed Zendesk extraction process. This allows reporting on how ticket status, assignment, priority, and selected metrics changed over time. The depth of available history depends on the initial backfill, the Zendesk data sources included, and how frequently the solution runs.
Yes. The current solution runs on a governed architecture built for Microsoft Fabric. If your organization uses another data platform, the underlying approach may be adapted through a separately scoped implementation.
The current scope covers tickets, users, and groups, together with selected ticket metrics and reporting fields such as satisfaction scores, resolution information, tags, and custom fields where agreed. Additional Zendesk entities, such as organizations, comments, or ticket events, can be assessed and included through a scoped extension.
We typically need access to the agreed Zendesk data, a Microsoft Fabric environment or deployment location, your reporting priorities, and the people who can validate business definitions and results. If dashboards are included, we also work with report stakeholders to confirm the views and decisions they need to support.
Get Started
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Schedule a free 30 minute consultation with our data pipeline specialists. Just real answers to your Zendesk reporting questions.
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