Analytics Plus for Teamwork Desk enables you to easily analyze your helpdesk data in Teamwork Desk. With this, you can slice and dice your helpdesk data for analysis and derive key metrics to transform them into actionable business insights.

General

1. What is Analytics Plus?
2. Why Teamwork Desk Advanced Analytics connector?
3. What are the benefits of using the Teamwork Desk Advanced Analytics over the reporting module in Teamwork Desk?

Pricing

1. Who is a User?
2. Who is a Concurrent Viewer?
3. How is the licensing model calculated?
4. How is the concurrent licensing model calculated?

Setup

1. How do I setup the Teamwork Desk Advanced Analytics connector?
2. How long should I wait for my Teamwork Desk data to initially appear in Analytics Plus?
3. I received an email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?
4. How frequently can I synchronize my data with Analytics Plus?
5. Can I edit the Teamwork Desk connector Synchronization setting?
6. Can I perform an ad hoc synchronization from Teamwork Desk?
7. What are the modules in Teamwork Desk to create reports?
8. Can I set up the Teamwork Desk advanced analytics connector in any other existing workspaces?
9. Can I import data from multiple Teamwork Desk Sites? If yes, how?
10. How do I remove this integration?

Reporting Features

1. How do I create reports using this connector?
2. What are the report types supported by Analytics Plus?
3. Can I modify the default reports that have been created by the Analytics Plus connector? If so, how?
4. How do I create reports using fields/columns across different modules?
5. What is Formula in reports?
6. What are the default formulas added by Analytics Plus, on setting up this connector?
7. How do I create custom formulas in Analytics Plus?
8. Can I add/modify data in the Teamwork Desk data tables in Analytics Plus?
9. Can I add new columns to the Teamwork Desk data tables in Analytics Plus?
10. Can I add/import new data tables in this workspace to create reports & dashboards?
11. Can I combine data from other sources with the data from Teamwork Desk to create reports and dashboards?
12. Can I join data from multiple data tables to create reports?
13. What are Query Tables?

Cross-Functional Analytics with Business Applications

1. What are the popular business applications that I can integrate Teamwork Desk with?
2. How can I analyze the data from the business applications along with Teamwork Desk?
3. Will a relationship (lookup) be created between Teamwork Desk and the other business applications that I integrate Teamwork Desk with?
4. Can I combine data from Teamwork Desk and Teamwork projects to create reports?

Users, Sharing & Collaboration

1. How do I share the reports in Analytics Plus with my colleagues?
2. Why are other members of my company not able to access the reports that I create?
3. How can other members of my company create reports?
4. Why can't other users edit the reports that I have shared with them?
5. Can I share the same report created to multiple users with different criteria associated, so that they see different data?
6. Can I export a report/dashboard?
7. How can I print the reports & dashboards created in Analytics Plus?
8. How can I email reports & dashboards created in Analytics Plus in a scheduled manner?
9. How do I embed my reports in my intranet, blog or presentation?

Solutions

1. Can I combine data from Teamwork Desk and Teamwork projects to create reports?
2. How will Teamwork Desk Advanced Analytics help do effective helpdesk analytics?
3. How do I keep track of the performance of the agents and analyze the quality of my support team?
4. What are the insights that I can gain by performing customer Analytics?

Help & Support

1. How do I get technical support on Analytics Plus connector?
2. Can I have someone from Analytics Plus do a demo of this connector for me?

General

1. What is Analytics Plus?

ManageEngine Analytics Plus is an on-premises reporting and business intelligence service that helps you to easily analyze your IT data and create insightful reports & dashboards for informed decision-making. It offers the following important capabilities:

Import data from different sources: 

• Connect to data from files and feeds. 
• Synchronize data from SQL and NoSQL databases. 
• Pull in table data from websites and cloud storage devices.
• Displays table data in an easy-to-view excel format.

Ease of use:

• ‌Drag and drop report building capability with an user-friendly interface.
• Little or no technical expertise needed.
• Auto analysis feature builds charts and dashboards for any type of data.

Powerful visualizations:

• Turns your table data into visualizations.
• Auto-selects the right type of chart based on data type.
• More than 30 types of charts to represent your data.

Intuitive dashboards:

• Populate dashboards with charts, widgets and text. 
• Set drill down path and change chart types from within the dashboard.
• Build slideshows with multiple dashboards.
• Flexible layout to organize multiple reports.

Custom functions:

• Built in formula engine that lets you choose from a wide range of mathematical and statistical functions. 
• Use custom formulas or aggregate formulas to derive new columns.

Sharing and Collaboration:

• Collaborate with your colleagues seamlessly by sharing reports and dashboards across the organization.
• Define fine grained permissions and filter data based on specific criteria.

Exporting data:

• Export reports and dashboards as CSV, XLS, PDF or HTML files.
• Flexible schedules to send reports right to your inbox. 
• Embed or publish dashboards and reports.

Out-of-the-box Integrations:

• Integrations with OpManager, Applications Manager, ServiceDesk Plus, ServiceDesk Plus MSP and SupportCenter Plus.

Also, check out our Getting Started Video.

2. Why Teamwork Desk Advanced Analytics connector?

Teamwork Desk Advanced Analytics Connector enables you to import your helpdesk data in Teamwork Desk into Analytics Plus for advanced reporting and analysis. This connector brings in all the capabilities of Analytics Plus described above to Teamwork Desk users.

• A full-featured business intelligence (BI) and reporting tool that can slice & dice your Teamwork Desk data to create any report/dashboard you require.
• Over 75+ reports and dashboards that anyone using Teamwork Desk will find great value in.
• Create your own reports and dashboards based on not only your Teamwork Desk data but also from other data sources and integrations. 
• Share reports and dashboards with your colleagues.
• Schedule and email your reports whenever you want.
• Export your reports as PDF, HTML, Excel, CSV and image files.
• Embed your reports on websites, blogs etc.

3. What are the benefits of using the Teamwork Desk Advanced Analytics over the inbuilt Reporting module in Teamwork Desk?

The advantage of using the Teamwork Desk Advanced analytics add-on over the reports tab inside Teamwork Desk is tabulated below.   

Pricing

1. Who is a User?

Anyone who needs to create or share reports and dashboards in Analytics Plus is considered a user. As a user, you will need a license to log into the application to be able to create reports.

2. Who is a Concurrent Viewer? 

Concurrent viewers are those who only wish to view published dashboards and reports. 

3. How is the licensing model calculated?

Anyone who needs to create or share reports and dashboards in Analytics Plus is considered a user. As a user, you will need a license to logon to the application to be able to create reports.
The licensing model in Analytics Plus is based on:

• Users - Those who need to create reports and dashboards. The base pack starts at 2 users.
• Concurrent viewers - Each concurrent viewer license is equivalent to 1 concurrent user session that can be established to view published reports or dashboards. The base pack starts at 5 viewers. This is an optional component.

The final price is calculated based on the total number of users and concurrent viewers. For example. if you need a quote for 2 users and 5 viewers, it would cost you ($2395+$995) in an annual subscription. 

4. How is the concurrent licensing model calculated?

The number of concurrent viewers is based only on the total number of concurrent users accessing the published reports or dashboards. For instance, if you have 10 concurrent viewer licenses, a total of 10 users can view your published reports and dashboards, at the same time. Additional users will have to wait for one of the first 10 users to close their browser tab/window in order to view published reports. Once a user session is closed, it may take up to two minutes before the session can be re-used by a different user.

Setup

1. How to Setup Teamwork Desk Advanced Analytics Connector?

Also, refer:

• How to Create Charts
• How to Create Pivot Tables (Matrix Views)
• How to Create Dashboards

2. How long should I wait for my Teamwork Desk data to initially appear in Analytics Plus?

After configuring the connector, you might have to wait about five minutes for the connection to be established. You will receive an email notification once the import is complete. If you access the workspace before the initial fetch, it will not display any data.

3. I received an email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?

The import/sync process of your Teamwork Desk data can sometimes fail due to some technical glitch. You will receive a mail notification of the occurrence. Let's look at the two cases associated with this issue.

Case 1: You will receive the Setup Process Failed mail when there is a failure during the initial fetch. In this case, we request you to:

• Open the workspace in which you have set up the connector.
• Click the Data Sources button in the side panel.
• From the Data Sources tab click the Retry Now link.

If the issue persists, please write to analyticsplus-support@manageengine.com.

Case 2: You will receive the Synchronization Failed mail if there is a failure during the data synchronization process. In this case, Analytics Plus will retry the data sync process. You will be notified again in case of a failure. Please note that the import schedule will get suspended after five successive failures. In such case, please write to analyticsplus-support@manageengine.com. 

4. How frequently can I synchronize my data with Analytics Plus?

You can choose to synchronize your data at these intervals mentioned below.

• 3 Hours
• 6 Hours
• 12 Hours

5. Can I edit the Teamwork Desk connector Synchronization setting?

Yes, you can edit the Teamwork Desk connector synchronization setting if you are the Account admin who had set up the connector for Analytics Plus.

To perform this sync:

• Open the Teamwork Desk Insights workspace.
• Click the Data Sources button in the side panel.
• In the Data Sources tab that opens, click the Edit Setup link.
• Make the necessary changes, and click Save.

6. Can I perform an ad hoc synchronization from Teamwork Desk?

Yes. To synchronize your data on ad hoc basis:

• Log in to your Analytics Plus account.
• Open the corresponding workspace.
• Select the Data Sources button from the side panel.
• In the Data Sources tab that opens, click Sync Now.

• Teamwork Desk data will get instantly synchronized. 

7. What are the modules available in Teamwork Desk on to create reports?

Data from the following modules get synced into Analytics Plus.

• Tickets
• Customers
• Inboxes

8. Can I set up the Teamwork Desk advanced analytics connector in any of the existing workspaces?

Yes. To set up Teamwork Desk advanced analytics in an existing workspace:

• Open the workspace into which you want to import your Teamwork Desk data. 
• Click the Import Data button in the Explorer tab or select Create > New Table/Import Data. 
• In the Create New Table tab, select Import from Teamwork Desk. 
• From the Import from Teamwork Desk dialog, authenticate your Teamwork Desk account. 
• Select the modules that need to be imported into Analytics Plus.
• Select the necessary schedule import options in the Schedule Import Settings section and click Next.

Your Teamwork Desk data will be imported into your workspace. Please refer the setup presentation.

9. Can I import data from multiple Teamwork Desk Site? If yes, how?

Yes, you can configure multiple Teamwork Desk accounts to synchronize with Analytics Plus in the same workspace or in a different workspace.

To import data from multiple sites into the same workspace,

• Open the workspace in which you have setup the connectcor
• Click the Import Data button in the Explorer tab or select Create > New Table/Import Data.
• In the Create New Table window that opens, select Import from Teamwork Desk.
• In the Import from Teamwork Desk dialog that opens, input the necessary details.
• Select the entities and their corresponding fields.
• Select the necessary schedule import options in the Schedule Import Settings section.
• Click Create.

10. How do I remove this integration?

• Log in to your Analytics Plus account.
• Open the corresponding workspace.
• Select the Data Sources button from the side panel, and if multiple connectors are setup, select Teamwork Desk from the options listed.
• In the Data Sources tab that opens, click the Settings icon, and select Remove Data Source as shown in the snapshot.

Reporting Features

1. How can I create reports using this connector?

You can easily create your own reports using the drag & drop designer of Analytics Plus.

To do so, refer the following content:

• Creating a chart
• Creating a pivot
• Creating a dashboard

2. What are the report types supported by Analytics Plus?

Analytics Plus supports a wide variety of reports.

• Charts - Pie, ring, bar, stacked bar, stacked area, scatter, line, bubble, packed bubble, heat map, combination, area, funnel, web and map charts are the different types of charts available. 
• Pivot tables (Matrix Views)
• Summary view
• Tabular view
• Dashboards (multiple reports arranged in the same page)
• KPI Widgets

3. Can I modify the default reports that have been created by this connector? If so, how?

Yes, you can modify the default reports if you are the workspace admin. 

To modify the reports, click the Edit Design button in a report's toolbar and you will be able to make the changes. If you are just a user who's been shared the report, save a copy of the report by clicking Save > Save As. Now you can edit the newly copied report.

4. How do I create reports using fields/columns across different modules?

Columns from across different Teamwork Desks modules are joined by default. Therefore, you can create reports by simply dragging and dropping the respective columns into the report builder.

5. What is Formula in reports?

Formulas are calculations that you could define using the powerful formula engine in Analytics Plus to help create required reports. Refer Adding Formulas in Analytics Plus to know more.

6. What are the default formulas added by Analytics Plus, on setting up this connector?

The default formulas from Analytics Plus are listed below. You can view these formulas by opening the corresponding table and selecting Add > Edit Formulas from the toolbar.

The table lists all the default formulas that will be created in the Tickets table. 

7. How do I create custom formulas in Analytics Plus?

You can create your own formulas by clicking Add > Formula Column/Aggregate Formula on the table. Refer the Custom Formulas section in the Analytics Plus help document.

8. Can I add/modify data in the Teamwork Desk data tables in Analytics Plus?

No, you cannot add/modify data in the Teamwork Desk data tables. Data from Teamwork Desk modules gets automatically synced into Analytics Plus in the different tables (one table for each module). You cannot edit any of this data or add new data records from within Analytics Plus.

However, you can add new tables and add/import data into it, to create reports combining it with the data from Teamwork Desk.

9. Can I add new columns to the Teamwork Desk data tables in Analytics Plus?

No, you cannot add new columns. But, you can add Formula Columns and Aggregate Formulas (i.e., calculated fields) to these tables to help you create powerful reports. Refer Adding Formulas to know more on this.

10. Can I add new data tables in this Workspace to create reports & dashboards?

Yes, you can add new data tables. Click New > New Table to add a new table in the existing Teamwork Desk workspace.

With this feature, you can import data from other sources or add them manually into your workspace to analyze and create reports combining this with your Teamwork Desk data . You can also import data from other business applications like Salesforce and support applications like ServiceDesk Plus etc. With Analytics Plus API you can integrate data from other applications.

Refer:

• How to Import data from files and feeds into Analytics Plus
• How to Import data from local databases using Upload tool
• How to import data from cloud drives
• Integrate with popular support applications
• How to Import data using Analytics Plus API

11. Can I combine data from other sources with the data from Teamwork Desk to create reports and dashboards?

Yes, you can combine data from your other sources with your Teamwork Desk data for analysis. To do this, you need to add/import a new data table into the Teamwork Desk workspace as explained in the previous question and then define a look-up to join it with the table from Teamwork Desk.

To define a lookup relationship between two tables, it is essential that the tables have at least one column which is common between them. Follow the below steps to look up a column from Teamwork Desk along with the data from any other source.

• Open the corresponding table, right-click the column header and select Change to Lookup Column.
• In the Change to Lookup Column dialog that opens, select the column to look up.
• Click OK

Click here to learn more. 

12. Can I join data from multiple tables to create reports?

Yes, you can join data from multiple tables to create the reports. Refer to the previous question for detailed help on this.

13. What are Query Tables?

Query Table is a feature that enables you to prepare data for easy reporting and analysis. You can combine data from one or more tables in a workspace and create specific data views using the standard SQL SELECT queries.

These data views are similar to tables and you can perform operations such as report creation, sharing, and even create another Query Table over an existing Query Table. You can create Query Tables for filtering datasets, batching datasets together (union), transforming data, applying SQL query functions, joining datasets and more. Click here to learn more.

Cross-Functional Analytics with Popular Business Applications

1. What are the popular business applications that I can integrate and analyze Teamwork Desk with?

You can import and analyze data from all the applications that Analytics Plus offers integration with. Please refer our Integrations page to know more.

2. How can I analyze the data from the third party business applications along with Teamwork Desk?

To import data from the third party business apps,

• Open the Teamwork Desk workspace.
• Click the Import Data button.
• In the Create New Table tab that opens, select the application that you wish to import.
• Provide the necessary authentication.
• Select the necessary modules and the schedule import options.
• Click Create.

Once the data gets imported into the Teamwork Desk workspace, you can create lookup relationships or write query tables to join these tables.  

3. Will a lookup relationship between the related modules from Teamwork Desk and other business application be created automatically?

A lookup relationship will not be created automatically between the Teamwork Desk modules and the modules of the application that you are trying to import. You will have to manually link the tables using a look-up relationship.

To manually create a lookup relationship refer this help link.

4. How can I combine data from Teamwork Desk and Teamwork Projects to create reports?

Users, Sharing & Collaboration

1. How do I share the reports in Analytics Plus with my colleagues?

You can share the default reports provided in the Teamwork Desk connector and the created reports with other users in your Sites.  Refer the Sharing and Collaboration help page for more details on this.

Once you privately share a report to your colleagues, they will be able to access the reports. Click here to learn how to access these shared reports. 

2. Why are other members of my company not able to access the reports that I create?

When a Teamwork Desk Administrator configures the Teamwork Desk - Analytics Plus connector, the tables and reports will be available only to them, by default. The Administrator has to share the workspace with other members of the company. Only then will the default reports be accessible by those members.

To know more, refer the Sharing and Collaboration help page.

3. How can other members of my company create reports?

If you add a user as a Workspace Admin in the Teamwork Desk workspace created in Analytics Plus, the workspace admin will be able to access all data & reports, create new reports, and do any operation that you could on the workspace. 

To know more, refer the Sharing and Collaboration help page.

4. Why can't other users edit the reports that I have shared to them?

This is the expected behavior.If the user being shared to is a workspace admin, they can edit the reports. If a normal user wants to edit a report, they can save the report in their account under a different name using the Save As option, after which it can be edited. 

5. Can I share the same report created to multiple users with different criteria associated, so that they see different data?

Yes, you can. Refer the Variables and Apply Filter criteria help documents.

6. Can I export a report/dashboard?

Yes, you can export the report/dashboard in various file formats such as CSV, EXCEL, PDF, HTML and Image. Click here to learn more.

7. How can I print the reports & dashboards created in Analytics Plus?

In order to print the report/dashboard, you first need to export it. You can export the report in various file formats such as CSV, EXCEL, PDF, HTML and Image. Click here to learn more.

8. How can I email reports & dashboards created in Analytics Plus in a scheduled manner?

If you are the Account Admin of the Analytics Plus connector or a Workspace Admin, you can schedule reports and dashboards to be emailed automatically. Refer the email schedule section to learn more.

9. How do I embed my reports in my intranet, blog or presentation?

You can easily embed the reports & dashboards created in Analytics Plus in your website, web application or blog. Refer Embedding in Web Pages/Blogs to know more about this.

Solution

1. Can I combine data from Teamwork Desk and Teamwork Projects to create reports? If yes, how?

2. How will Teamwork Desk Advanced Analytics help me do effective Helpdesk analytics?

Teamwork Desk Advanced analytics helps you analyze your customer service data, track the right metrics and managing them proactively. This enables you to perform effective helpdesk analytics. 

3. How do I keep track of the performance of the agents and analyze the quality of my support team?

Teamwork Desk advanced analytics comes with handpicked domain specific reports and dashboards. The Agent performance dashboard gets generated automatically once you set up the integration between Analytics Plus and Teamwork Desk. This dashboard consists of a list of insightful and data-driven reports that will help you analyze the performance and quality of your support team. 

4. What are the insights that I can gain by performing customer Analytics?

Analytics Plus offers a default customer analytics dashboard that enables you to derive deep insights on your customer data. This dashboard contains handpicked reports such as customer satisfaction vs resolution time, deadline compliance etc. 

Help & Support

1. How do I get technical support on Analytics Plus connector?

We offer 24x5 technical support (Monday to Friday). If you need our assistance, kindly mail your questions to analyticsplus-support@manageengine.com.

You can also reach us on our toll-free numbers:

• United States: +1 408 454 4202
• India: +91-44-46447058 Extn: 6222

2.Can I have someone from Analytics Plus do a demo of this connector for me? 

Yes, certainly. Register for a demo in this page.