Reports Help

Please note this page contains the descriptions of SkyDesk Services already terminated.

SkyDesk Support Advanced Analytics 

SkyDesk Reports advanced analytics for SkyDesk Support enables you to easily analyze your data in SkyDesk Support and keep track of key help desk metrics. This helps support managers slice and dice their help desk data to create and analyze reports such as agents' performance, ticket inflow, satisfaction rating, and much more.

Note:

  • Currently, we only support Portal level integration, we will support department level integration in the future.
  • Only one setup per portal is allowed.

General

  1. What is SkyDesk Reports ?
  2. Why SkyDesk Support Advanced Analytics connector?
  3. Who can setup the SkyDesk Support connector?
  4. What are the benefits of using the SkyDesk Support Advanced Analytics over the reporting module in SkyDesk Support?

Pricing

  1. How much does this connector cost?
  2. What do you mean by 'Users' in the pricing plan?
  3. What do you mean by 'Rows' and how is it calculated in the pricing plan?

Setup

  1. How do I setup the SkyDesk Support Advanced Analytics connector?
  2. How long should I wait for my SkyDesk Support data to initially appear in SkyDesk Reports ?
  3. I got this email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?
  4. How frequently can I synchronize my data with SkyDesk Reports ?
  5. Can I edit the SkyDesk Support connector Synchronization setting?
  6. Can I synchronize my SkyDesk Support data instantly?
  7. In whose account will the SkyDesk Support connector be setup?
  8. What are the modules in SkyDesk Support on which I could create reports using this connector?
  9. How to create reports and dashboards with this connector?
  10. Can I setup the SkyDesk Support connector in any other existing workspaces or in any other advanced analytics workspace?
  11. Can I transfer my SkyDesk Support connector to another admin account?
  12. Can I setup the SkyDesk Support connector in my SkyDesk CRM advanced analytics workspace?
  13. How can I setup the SkyDesk Support connector in my SkyDesk CRM advanced analytics workspace?
  14. Can I import data from multiple SkyDesk Support Portals?
  15. How can I import data from multiple SkyDesk Support Portals?
  16. How can I remove the setup?

Reporting Features

  1. What are the report types supported by SkyDesk Reports ?
  2. What are the default reports & dashboards created by SkyDesk Reports , on setting up this connector?
  3. Can I modify the default reports that have been created by the SkyDesk Reports connector? If so, how?
  4. How do I create reports using fields/columns across different modules?
  5. What are 'Formulas' in Reports?
  6. What are the default formulas added by SkyDesk Reports , on setting up this connector?
  7. How do I create my own formula columns in SkyDesk Reports ?
  8. Can I add/modify data in the SkyDesk Support data tables (modules) from within SkyDesk Reports ?
  9. Can I add new columns to the SkyDesk Support data tables (modules) from within SkyDesk Reports ?
  10. Can I add new data tables in this workspace to create reports & dashboards?
  11. Can I combine data from other sources with the data from SkyDesk Support to create reports and dashboards?
  12. Can I join data from multiple tables to create reports?
  13. What are Query Tables?

Users, Sharing & Collaboration

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

Help & Support

  1. How do I get technical support on SkyDesk Reports connector?

Solutions

  1. Can I setup the SkyDesk Support connector in my SkyDesk CRM advanced analytics workspace?
  2. How can I setup the SkyDesk Support connector in my SkyDesk CRM advanced analytics workspace?
  3. Will default reports and dashboards be created upon integrating SkyDesk CRM, SkyDesk Support and SkyDesk Reports ?

General

1. What is SkyDesk Reports ?

SkyDesk Reports is an on-demand reporting and business intelligence solution that helps you derive insights on your business data through its powerful reporting and analytical capabilities. You can create dynamic reports in minutes, with no IT help.

It offers the following important capabilities:

  • Complete Online Reporting & Business Intelligence service accessible anytime and anywhere!
  • Easy to adopt 'Spreadsheet-like' interface with powerful drag & drop based reporting features for quick report creation.
  • Visual Analysis capability for in-depth analysis and to slice & dice your data
  • Supports a wide range of reporting capabilities like Dashboards, Charts,Pivot Tables, Summary Views and simple Tabular reports. Supports creation of KPI widgets in dashboards to track key performance metrics.
  • Supports data import from variety of file formats like Excel, JSON, HTML etc. Also supports data import from cloud storage and Web URLs. Supports periodic scheduling of import.
  • Integrated with SkyDesk Support to derive insights from your help desk data using the powerful reporting capabilities of SkyDesk Reports .
  • You can also integrate your own applications with SkyDesk Reports using SkyDesk Reports API.
  • Blend & merge data from across different sources to create meaningful business reports
  • With an advanced formula engine, you can derive key business metrics from your data. Also supports SQL (Structured Query Language) driven querying for powerful report creation.
  • Real-time collaboration by sharing data and reports in read or read-write modes with your colleagues & friends.
  • Export and Print reports in variety of formats. Notify reports via email.
  • Publish reports for wider consumption Embed reports within your websites, web applications and blogs.
  • Highly secure through user login with support for HTTPS (SSL connection). All your data and reports are hosted in highly secure datacenters. (Refer Privacy)

2. Why SkyDesk Support Advanced Analytics connector?

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

3. Who can setup the SkyDesk Support connector?

  • The integration is available for customers in the Professional and Enterprise plans of SkyDesk Support.
  • Only users with Administrator privileges in SkyDesk Support can set up the integration.

4. What are the benefits of using the SkyDesk Support Advanced Analytics over the inbuilt Reporting module in SkyDesk Support?

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

Reporting Module in SkyDesk Support SkyDesk Support Advanced Analytics
Users can create only tabular, summary and matrix reports. It offers over 25+ chart types along with pivot, summary and tabular views.
Difficult to create dashboards. Users can easily create dashboards using the drag and drop interface.
Cannot create KPI Widgets. Allows creation of KPI widgets to track and monitor the key performance metrics. Supports 6 types of single number widgets and 2 types of chart type widgets.
Cannot combine and analyze data from different sources Can combine data from any resources for advanced reporting and analysis
Cannot create reports combining data from SkyDesk CRM,SkyDesk Projects etc Automatically links the data from SkyDesk CRM data with the data from SkyDesk Support for advanced reporting and analysis.
The reports that you create cannot be shared  You can share the reports and dashboards that you create to any user. All that the user has to do is sign in to SkyDesk Reports to view the report.
Does not allow the users to email the reports. Users can not only email reports to users but also schedule emails.
Does not allow the users to embed the reports that they create. Users can embed the reports that they create in a website or blog.
Does not offer formula engine. Offers a powerful formula engine.
Limited customizations. Offers a wide range of customizations.

Pricing

1. How much does this connector cost?

 This SkyDesk Support Advanced Analytics is available in all the paid plans of SkyDesk Reports.

2. What do you mean by 'Users' in the pricing plan?

Anyone to whom you privately share your workspaces, tables (data), reports and dashboards, created in SkyDesk Reports , for collaboration is considered a 'User' in SkyDesk Reports . A user is identified by his/her unique email address, with which their SkyDesk Reports account was registered.

Suppose you subscribe to the SkyDesk Reports Standard plan, you can privately share the data/reports in your account and collaborate with 4 other persons. Now your SkyDesk Reports account is said to have 5 users (including yourself). Click to know more about the SkyDesk Reports user model.

3. What do you mean by 'Rows' and how is it calculated in the pricing plan?

In SkyDesk Reports , a row or record is defined in the same context as in a workspace (or spreadsheet). In simple terms, a table consists of rows (records) and columns (fields). Each row in a table represents a set of related data and has the same structure. For example, in a table that represents "Invoices", each row would represent a single invoice record. The number of rows calculated for pricing, is the sum of all rows/records stored across all your workspace tables in your SkyDesk Reports account.

Setup

1. How to Setup SkyDesk Support Advanced Analytics Connector?

Note:

  • Currently, we only support Portal level integration, we will support department level integration in the future.
  • Only one setup per portal is allowed.

Also refer,

2. How long should I wait for my SkyDesk Support data to initially appear in SkyDesk Reports ?

After configuring this connector, you might have to wait sometime for the initial fetch to happen. 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 got this email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?

The import/sync process of your SkyDesk Support data can fail sometimes, due to a variety of reasons. Hence you may receive such mails occasionally. The SkyDesk Reports team will look into it immediately and get back to you, after taking the required corrective action.

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

  • Open the workspace in which you have setup the connector.
  • Click the SkyDesk Support button (or Data Sources button - in the case where the workspace contains multiple tables) in the Explorer tab.
  • In the Data Sources tab that appears click the Retry Now link.
  • If the issue persists please do write to skydesk-support@fujixerox.co.jp. We will look into it and get back to you immediately.

Case 2: You will receive the Synchronization Failed mail if there is any failure during the data synchronization process between SkyDesk Support and SkyDesk Reports , after the initial setup & import of data. This might be a momentary failure due to any internal issues. This import schedule will get suspended if there are five successive failures.

4. How frequently can I synchronize my data with SkyDesk Reports ?

If you are a Basic Plan user of SkyDesk Reports , you will be allowed to synchronize your data only once. If you are a user of the standard plan or above, you can choose to synchronize your data at hourly intervals mentioned below.

  • 3 Hours
  • 6 Hours
  • 12 Hours

5. Can I edit the SkyDesk Support connector Synchronization setting?

Yes, you can edit the SkyDesk Support connector synchronization setting if you are the administrator of the SkyDesk Reports account.

To do so,

  • Open the SkyDesk Support Insights workspace.
  • Click the SkyDesk Support button in the Explorer tab (or Data Sources button - in the case where the workspace contains multiple connector setups).
  • In the Data Sources tab that opens, click the Edit Setup link.

  • Make the necessary changes and click Save.

6. Can I synchronize my SkyDesk Support data instantly?

Yes, you can synchronize your SkyDesk Support data instantly when needed.

To synchronize your data instantly:

  • Login to your SkyDesk Reports account.
  • Open the corresponding workspace.
  • In the Explorer tab, click SkyDesk Support button (or Data Sources button - in the case where the workspace contains multiple connector setups).
  • In the Data Sources tab that opens click Sync Now.

  • SkyDesk Support data will get instantly synchronized.

Note:

  • This option can be used to a maximum of five times a day.

7. In whose account will the SkyDesk Support connector be setup?

It will be setup in the corresponding SkyDesk Reports account of the SkyDesk Support Administrator who has configured this Connector connector.

8. What are the modules in SkyDesk Support on which I can create reports?

Data from the following modules get synced into SkyDesk Reports

  • Accounts
  • Agents
  • Categories
  • Contacts
  • Departments
  • Products
  • Solutions
  • Surveys
  • Tasks
  • Tickets
  • Time Entry

9. How can I create reports using this connector?

Also refer,

10. Can I setup the SkyDesk Support advanced analytics connector in any other existing workspaces or in any other advanced analytics workspace?

Yes, you can setup the SkyDesk Support connector in any of the existing workspaces or in any of the advanced analytics workspace to analyze data together. To do this,

  • Open the workspace into which you would wish to import your SkyDesk Support data
  • Click the Import Data button in the Explorer tab or Select New > New Table/Import Data.
  • In the Create New Table tab that opens, select Import from SkyDesk Support.
  • In the Import from SkyDesk Support dialog that opens, authenticate your SkyDesk Support account.
  • Select the modules that needs to be imported into SkyDesk Reports .
  • Select the necessary schedule import options in the Schedule Import Settings section and click Next.

Your SkyDesk Support data will be imported into your workspace. Refer to this setup presentation.

11. Can I transfer my SkyDesk Support connector to another admin account?

At present, we do not provide an option in the user interface. If you require this transfer, please do mail us to skydesk-support@fujixerox.co.jp and we will do this for you.

12. Can I setup the SkyDesk Support connector in my SkyDesk CRM advanced analytics workspace?

Yes, you can setup this connector in your SkyDesk CRM advanced analytics workspace to analyze data together.

13. How can I setup the SkyDesk Support connector into my SkyDesk CRM advanced analytics workspace?

To setup the SkyDesk Support connector into your SkyDesk CRM advanced analytics workspace,

  • Open your SkyDesk CRM advanced analytics workspace
  • Click the Import Data button in the Explorer tab or Select New > New Table/Import Data.
  • In the Create New Table tab that opens, select Import from SkyDesk Support.
  • In the Import from SkyDesk Support dialog that opens, Select the Portal that you wish to import.
  • Select the entities and their corresponding fields that needs to be imported into SkyDesk Reports .
  • Select the necessary schedule import options in the Schedule Import Settings section.

14. Can I import data from multiple SkyDesk Support Portals?

Yes, you can configure multiple SkyDesk Support setups if you have subscribed for a paid plan (Standard and above). 

If you have purchased a Basic Plan, you will be able to import data only from one portal.

15. How can I import data from multiple SkyDesk Support Portals?

You can configure multiple SkyDesk Support setups if you have subscribed for a paid plan (Standard and above). You can choose to import multiple portals in the same workspace or in a different workspace.

To import data from multiple portals into the same workspace,

  • Open the workspace in which you have setup the connector
  • Click the Import Data button in the Explorer tab or Select New > New Table/Import Data.
  • In the Create New Table window that opens, select Import from SkyDesk Support.
  • In the Import from SkyDesk Support dialog that opens, Select the organization that you wish to import.
  • Select the entities and their corresponding fields.
  • Select the necessary schedule import options in the Schedule Import Settings section.
  • Click Create.

16. How do I remove this setup?

  • Login to your SkyDesk Reports account.
  • Open the corresponding workspace.
  • In the Explorer tab, click SkyDesk Support button (or Data Sources button - in the case where the workspace contains multiple connector setups).
  • In the Data Sources tab that opens click the Settings icon and select Remove Data Source as shown in the snapshot.

Reporting Features

1. What are the report types supported by SkyDesk Reports ?

SkyDesk Reports supports a wide variety of reports.

  • Charts
    • Pie
    • Bullet
    • Dial
    • Bar
    • Stacked bar
    • Line
    • Smooth Line
    • Scatter
    • Combination
    • Area
    • Stacked Area
    • Web
    • Funnel
    • Doughnut
    • Bubble
    • Packed Bubble
    • Table View
  • Pivot tables (Matrix Views)
  • Summary view
  • Tabular view
  • Dashboards (multiple reports arranged in the same page)
  • KPI Widgets

2. What are the default reports & dashboards created by SkyDesk Reports , on setting up this connector?

When you setup/configure the SkyDesk Support Integration Connector, 75+ default reports & dashboards are automatically created. These hand-picked reports will be pretty useful in analyzing your help data effectively.

You can quickly review the default reports from the SkyDesk Support Sample Workspace

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 'Administrator' or a 'Workspace Owner' of the SkyDesk Reports account in which the Connector is configured (Refer Managing Users in SkyDesk Reports ).

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 this new copied report.

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

Columns from across different SkyDesk Supports modules are joined by default. Therefore, you can create reports by simply dragging and dropping the respective columns.

5. What are 'Formulas' in reports?

Formulas, as the name indicates, are calculations that you could define in SkyDesk Reports to help you create the required reports. SkyDesk Reports provides a powerful formula engine to create any type of calculations required, to enable creating the required reports. Refer Adding Formulas in SkyDesk Reports to know more.

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

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

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

Formula Name Formula Formula Type Description
Ticket Age in Days datediff(currentdate(),"Created Time") Formula Column Number of days since the ticket was created
Shift (Ticket Creation)

if (hour("Created Time") > = 12 and hour ("Created Time") < = 18, 'Afternoon Open', if ((hour("Created Time") > 18 and hour("Created Time") < = 24) OR (hour("Created Time") > = 0 and hour("Created Time") < 6),'After Hours Open', if (hour("Created Time") > = 6 and hour("Created Time") < 12, 'Morning Open','-NA-')))

Formula Column

The time period (part of the day) when the ticket was created.

  • Morning Open
  • Afternoon Open
  • After Hours Open
Assign Time (hrs) dateandtimediff ( HOUR,"Created Time","First assigned time") Formula Column Time taken in hours to assign a ticket to an agent
Ticket Touches if ("Number of Reassign"<=0,'One Touch','Multi Touch') Formula Column Displays if the ticket was handled by a single agent or multiple agents.
Status Group if (isnull ("Ticket Closed Time"),'In Progress','Completed') Formula Column Displays the status of the ticket.
First Reply Time (hrs) "First Response Time in Business Hours"/(1000*60*60) Formula Column Displays the number of hours between the time a ticket is created, and the first reply for a ticket.
Completion Age Tier if (isnull ("Resolution time"), 'Not Resolved', if("Resolution time" < = 6,'0 - 6 Hours', if ("Resolution time" > 6 and "Resolution time" < = 12, '6 - 12 Hours', if ("Resolution time">12 and "Resolution time" < = 24,'12 - 24 Hours', if ("Resolution time" > 24 and "Resolution time" < = 48, '24 - 48 Hours', 'Above 48 Hours'))))) Formula Column

Age tier of the completed ticket. Possible options are

  • Not Resolved
  • 0 to 6 hours
  • 6 to 12 hours
  • 12 to 24 hours
  • 24 to 48 hours
  • above 48 hours.
First Reply Time Age Tier if(isnull("First Reply Time (hrs)"),'Not Responded',if("First Reply Time (hrs)"<=2,'0 - 2 Hours',if("First Reply Time (hrs)">2 and "First Reply Time (hrs)"<=5,'2 - 5 Hours',if("First Reply Time (hrs)">5 and "First Reply Time (hrs)"<=8,'5 - 8 Hours',if("First Reply Time (hrs)">8 and "First Reply Time (hrs)"<=12,'8 - 12 Hours',if("First Reply Time (hrs)">12 and "First Reply Time (hrs)"<=24,'12 - 24 Hours','Above 24 Hours')))))) Formula Column

Age tier of the First reply for the tickets.

Possible options are:

  • Not Responded
  • 0 to 2 hours
  • 2 to 5 hours
  • 5 to 8 hours
  • 8 to 12 hours
  • 12 to 24 hours
  • above 24 hours.
Ticket Age Tier

if( "Ticket Age in Days" > = 0 and "Ticket Age in Days" < =15 , ' 0 - 15 Days', if
( "Ticket Age in Days">15 and "Ticket Age in Days" <=30 , '16 - 30 Days', if ( "Ticket Age in Days">30 and "Ticket Age in Days" <=45 , '31 - 45 Days', if ( "Ticket Age in Days" > 45 and "Ticket Age in Days" <=60 , '46 - 60 Days', if ("Ticket Age in Days" > 60, 'Over 60 Days', 'Invalid Age')))))

Formula Column

Age tier of all Tickets.

Possible options are

  • 0 to 15 days
  • 16 to 30 days
  • 31 to 45 days
  • 46 to 60 days
  • Invalid age.
Ticket handling Mode if (isnull("Ticket Closed Time"), if(dateandtimediff(SECOND,"Due Date", currentdate())>0, 'Overdue','Ongoing'), if(dateandtimediff (SECOND,"Due Date", "Ticket Closed Time")>0, 'Overdue','In Time')) Formula Column Displays the ticket handling mode ie. if the ticket is solved, ongoing or overdue.
Resolution time if("Status Group" = 'Completed', "Resolution Time in Business Hours"/(1000*60*60), null) Formula Column Displays the resolution time of the ticket
% Resolved ((countif("Tickets"."Status Group" = 'Completed')) / (count
("Tickets"."Id")))*100
Aggregate Percentage of the tickets resolved
Satisfaction Rate (countif ("Tickets"."Happiness Rating"='Good' AND "Tickets"."Status Group"='Completed')/ countif(("Tickets"."Happiness Rating"='Bad' OR "Tickets"."Happiness Rating"='Okay' OR "Tickets"."Happiness Rating"='Good') AND "Tickets"."Status Group"='Completed'))*100 Aggregate Displays the satisfaction rating of the customer.
Resolved Tickets countif("Tickets"."Status Group"='Completed') Aggregate Provides the count of resolved tickets
Fast Resolution count (< 2 hrs) countif("Tickets"."Resolution time"<2) Aggregate Provides the count of tickets responded within 2 hours
Unresolved Tickets countif("Tickets"."Status Group"='In Progress') Aggregate Provides the count of unresolved tickets
Unsatisfied responses count countif("Tickets"."Satisfaction Score"='Bad') Aggregate Provides the count of unhappy customers
Solved Tickets - Overdue countif("Tickets"."Ticket handling Mode"='Overdue' AND "Tickets"."Status Group"='Completed') Aggregate Number of tickets solved after the set due date (overdue)
Solved Tickets - In Time countif("Tickets"."Ticket handling Mode"='In Time' AND "Tickets"."Status Group"='Completed') Aggregate Number of tickets solved in time
Solved and In Progress Tickets - In Time countif("Tickets"."Ticket handling Mode"!='Overdue') Aggregate Number of tickets in progress or solved in time
Overdue Tickets countif("Tickets"."Ticket handling Mode"='Overdue') Aggregate Provides the count of tickets over due
Resolved Tickets - MTD mtd("Tickets"."Resolved Tickets","Tickets"."Ticket Closed Time") Aggregate Provides the count of resolved tickets in Month to Date
Response Rate (countif(("Tickets"."Happiness Rating"='Bad' OR "Tickets"."Happiness Rating"='Okay' OR "Tickets"."Happiness Rating"='Good') AND "Tickets"."Status Group"='Completed') / "Tickets"."Resolved Tickets")*100 Aggregate Percentage of the users who have responded to the survey

7. How do I create my own formula columns in SkyDesk Reports ?

Refer to the Adding Formulas in SkyDesk Reports help page.

8. Can I add/modify data in the SkyDesk Support data tables in SkyDesk Reports ?

No, you cannot add/modify data in the SkyDesk Support data tables. Data from SkyDesk Support modules gets automatically synched into SkyDesk Reports in the different tables (one table for one module). You cannot edit any of this data or add new data records from within SkyDesk Reports .

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

9. Can I add new columns to the SkyDesk Support data tables in SkyDesk Reports ?

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 SkyDesk Support 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 SkyDesk Support data . You can also import data from other business applications like Google Analytics, Salesforce CRM etc.

Refer:

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

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

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 SkyDesk Support 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

Please do note that you cannot create a Lookup column inbetween the SkyDesk Support tables.

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

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

13. What are Query Tables?

Query Table allows you to pull data from the tables by writing standard SQL SELECT Queries. You can create reports over this Query Table as you do over a data table. View this demo video to know about how to create Query Tables in SkyDesk Reports .

Users, Sharing & Collaboration

1. How do I share the reports in SkyDesk Reports with my colleagues?

You can share the default reports provided in the SkyDesk Support Connector connector and the reports you have create, with other users in your portal. Refer to 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 as you do. Refer here to know how to access the reports.

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

When a SkyDesk Support Administrator configures the SkyDesk Support - SkyDesk Reports connector, the tables and reports will be available only to him/her, 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 to Sharing and Collaboration help page.

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

The SkyDesk Support Administrator who has setup the connector should share the tables present in 'SkyDesk Support Advanced Analytics' workspace with other members of the company. Once this is done, the shared users can create reports based on those tables.

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

Note:

  • If you add a user as a Workspace Owner in the SkyDesk Support workspace created in SkyDesk Reports (Refer Managing Users in SkyDesk Reports , to know how to add Workspace Owners), the user will be able access all the data & reports, create new reports and do any operation that you could do on the workspace

4. What are the user roles available in SkyDesk Reports ?

SkyDesk Reports offers three user roles - Administrator, Workspace owner and User. Click to know more about the SkyDesk Reports User Model and User Roles.

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

This is the expected behavior. Only when the users being shared is set as a workspace owners, they can edit the reports. If a normal user wants to edit the report, he/she will have to save the report with a new name using the Save As option toolbar. The User can edit this report. To know more about user roles, click here.

6. 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 topic Apply filter criteria.

7. 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 to know more.

8. How can I print the reports & dashboards created in SkyDesk Reports ?

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 to know more.

Note:

  • If you are a user to whom a report has been shared and you want to take a print, ensure you have been provided the Export permission by the Administrator to the report, only then you will be able to print the report.

9. How can I email reports & dashboards created in SkyDesk Reports in a scheduled manner?

If you are the Administrator of the SkyDesk Reports connector or a 'Workspace Owner', you can schedule reports and dashboards to be emailed automatically. Refer to the email schedule section in this help documentation.

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

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

Help & Support

1. How do I get technical support on SkyDesk Reports connector?

In case if you need our assistance kindly do mail us your questions to skydesk-support@fujixerox.co.jp.

Solution

1. Can I setup the SkyDesk Support connector in my SkyDesk CRM advanced analytics workspace?

Yes, you can setup this connector in your SkyDesk CRM advanced analytics workspace to analyze data together.

2. How can I setup the SkyDesk Support connector into my SkyDesk CRM advanced analytics workspace?

To setup the SkyDesk Support connector into your SkyDesk CRM advanced analytics workspace,

  • Open your SkyDesk CRM advanced analytics workspace
  • Click the Import Data button in the Explorer tab or Select New > New Table/Import Data.
  • In the Create New Table tab that opens, select Import from SkyDesk Support.
  • In the Import from SkyDesk Support dialog that opens, Select the Portal that you wish to import.
  • Select the entities and their corresponding fields that needs to be imported into SkyDesk Reports .
  • Select the necessary schedule import options in the Schedule Import Settings section.

3. Will default reports and dashboards be created upon integrating SkyDesk CRM, SkyDesk Support and SkyDesk Reports ?

Yes, once you setup the integration a set of handpicked default reports and dashboards will be created using your SkyDesk CRM and SkyDesk Support data. You can check out the sample reports and dashboards from the sample workspace.


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