What specific chat metrics can I extract from Zendesk Chat using Kondado?

You can access 76 fields including conversation duration, average response time, and satisfaction ratings for each interaction. The data includes visitor identifiers, agent names, session timestamps, and complete chat metadata. This allows you to calculate metrics like first response time, total handle time, and agent utilization rates directly in your analytics environment.

How do I connect my Zendesk Chat account to Kondado?

Start by adding Zendesk Chat as a new data source in your Kondado account and authenticate using your Zendesk credentials. Once connected, select the Chats pipeline to begin extracting your conversation data. The setup requires no coding and typically takes less than five minutes to complete.

What update frequency options are available for Zendesk Chat data replication?

Kondado offers flexible scheduling options ranging from every 5 minutes to daily updates depending on your monitoring needs. You can configure different frequencies for different time periods, such as hourly updates during business hours and daily summaries overnight. This ensures your support dashboards reflect recent activity without overwhelming your data warehouse.

Can I build agent performance dashboards with Zendesk Chat data in Power BI?

Yes, you can send your chat data directly to Power BI to create comprehensive agent scorecards tracking response times and satisfaction trends. Combine chat duration metrics with ticket resolution data to visualize individual and team performance patterns. These dashboards help identify coaching opportunities and recognize high-performing support staff.

What types of customer satisfaction analysis can I perform with this data?

You can track CSAT trends over time, correlate satisfaction ratings with specific agents or conversation durations, and identify common characteristics of high-rated interactions. Analyze satisfaction scores by time of day or day of week to optimize staffing levels. This analysis reveals which conversation patterns lead to positive customer outcomes.

Does Kondado support sending Zendesk Chat data to Google Sheets for reporting?

Yes, you can replicate your chat data to Google Sheets for flexible reporting and sharing with stakeholders who prefer spreadsheet formats. Create pivot tables analyzing chat volume by agent or calculate average response times using built-in formulas. This option works well for ad-hoc analysis and automated report distribution via email.

How can I analyze chat duration trends alongside other business metrics?

Send your Zendesk Chat data to BigQuery or PostgreSQL to combine conversation metrics with sales, marketing, or product usage data. Join chat duration fields with conversion events to measure how support interactions influence purchase decisions. This cross-functional analysis helps quantify the revenue impact of your customer service operations.

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Connect Zendesk Chat (Zopim) to Your Warehouse

Zendesk Chat (formerly Zopim) captures rich conversational data including chat duration, visitor details, agent performance metrics, and customer satisfaction scores. Through Kondado, you can extract granular session information such as visitor names, agent response times, and complete chat metadata. This data reveals patterns in customer support interactions and service quality across your entire organization. By replicating this information to your preferred destination, you unlock the ability to track conversation trends, measure service efficiency, and correlate chat activities with business outcomes beyond the native Zendesk reporting interface.

Kondado provides direct access to Zendesk Chat (Zopim) through 1 pipeline containing 76 distinct fields. The Chats pipeline delivers comprehensive conversation data including unique identifiers, participant details, temporal metrics, and satisfaction ratings.

Marketing teams can analyze visitor engagement patterns to optimize chat widget placement and proactive messaging strategies based on actual traffic periods and conversion data. Data analysts benefit from structured access to response time metrics and duration data for building comprehensive agent performance scorecards that highlight efficiency trends and identify coaching needs. Operations managers leverage satisfaction ratings and session metadata to optimize staffing schedules, improve customer experience workflows, and measure the business impact of support interactions without manual data exports or spreadsheet manipulation.

The Kondado platform takes care of refreshing Zendesk Chat (Zopim) data, allowing you to stop wasting time with manual work and complex workflows, and focus on analyzing Zendesk Chat (Zopim) data in your report, spreadsheet, data warehouse, data lake, or database

The following data pipelines from Zendesk Chat (Zopim) enable detailed analysis of your customer service conversations. The Chats pipeline delivers comprehensive insights through its 76 fields, including average response time metrics that reveal agent efficiency, conversation duration data for capacity planning, and satisfaction ratings to measure service quality. You can analyze visitor identifiers and session timestamps to identify peak support periods, while agent name fields enable individual performance tracking and team comparison studies.

Combine these chat metrics with CRM data or ticket information from other sources to calculate resolution rates and customer lifetime value impact. Cross-referencing chat duration with conversion data helps identify which support interactions drive revenue versus those requiring process optimization.

With automated updates available on a configurable schedule ranging from every 5 minutes to daily intervals, you can monitor support KPIs like average handle time and customer satisfaction scores as frequently as your business requires.

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Available Zendesk Chat (Zopim) data

available pipeline

extractable fields

Available integrations

Integration	Description
Chats	Chats table includes information such as duration, average response time, and satisfaction rating. Fields include id, visitor name, agent name, and session data.

Chats

Chats table includes information such as duration, average response time, and satisfaction rating. Fields include id, visitor name, agent name, and session data.

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How to visualize Zendesk Chat (Zopim) data in 3 steps

Connect Zendesk Chat (Zopim) to dashboards, spreadsheets, or databases — no code required.

Add Zendesk Chat data source

Log into Kondado and add Zendesk Chat (Zopim) as a new data source by entering your authentication credentials. This establishes the connection to your chat platform without requiring any technical setup.

Select pipelines and choose destination

Choose the Chats pipeline to extract conversation data with 76 available fields, then select where to send your data such as Power BI, Google Sheets, or BigQuery. You can also send data to MySQL, Excel, Redshift, SQL Server, or Amazon S3.

Analyze in dashboards, sheets, or databases

Build custom reports in Looker Studio or Power BI, create pivot tables in Google Sheets or Excel, and run SQL queries against your PostgreSQL or BigQuery tables. This enables comprehensive analysis of chat metrics across all your preferred tools.

Try out all the features for free for 14 days