Root Cause Analysis: SAP + Zendesk
Why did this number change? askotter reads SAP and Zendesk together and answers it for your business, by text.
How does root cause analysis with SAP and Zendesk work for a small business?
askotter reads SAP and Zendesk side by side so it can test each explanation against your connected accounts and find the cause. A ranked list of likely causes, each with the evidence behind it.
Read the full answerShow less
The owner asks follow-up questions by text.
- From SAP
- Financial accounting, Inventory and materials management, Production planning.
- From Zendesk
- Ticket volume and resolution, CSAT scores, Agent performance.
- Status
- Zendesk is on the integration roadmap, so the matching described here starts when that connector ships.
- Not for
- Replacing SAP or Zendesk. Both keep working exactly as they do now.
Why did this number change?
Bookings dropped 23%. The ad, the website and the weather all get blamed. Without your accounts side by side, it stays a guess.
How askotter handles it
askotter reads SAP and Zendesk side by side, so it can test each explanation against your connected accounts and find the cause.
A person checks the result before it reaches you. This is part of our digital marketing services work.
How SAP and Zendesk records line up
SAP and Zendesk both store the customer's email address. askotter lowercases and trims it on both sides before matching, so the same person shows up as one customer across the two tools.
SAP and Zendesk both keep a company record. The match runs on the company's web domain first and falls back to a cleaned company name.
Shared between the two: the customer email address and the company or account.
What root cause analysis uses from each
Root cause analysis needs timestamps precise enough to put events in order.
From SAP that means delivery dates, credit blocks and cancellations. From Zendesk it means ticket tags and first-reply times around an incident.
Zendesk is on the integration roadmap, so the matching described here starts when that connector ships.
What each tool sees on its ownShow less
SAP on its own
SAP holds the booked order, the invoice and the customer master. It has no record of the marketing that produced the order.
Timing. SAP data usually reaches outside systems in scheduled extracts, so it runs as current as the extract schedule your ERP team sets.
Access. Read-only OData services or scheduled exports set up with your ERP team.
Zendesk on its own
Zendesk sees the complaint and how it was handled. It cannot see what the customer is worth or whether they bought again.
Timing. Zendesk timestamps every ticket, reply and status change.
Access. The Zendesk Support API with a read-only token.
Related guides
- How to Measure Marketing ROI When You're Not a Data Scientist. The right questions can do the work of a data team.
- How to Get Your Business Into Google AI Overviews. The box above the results is the new first position.
Services that use these connections
Other analyses: SAP + Zendesk
Questions about SAP + Zendesk
Do I need a developer to connect SAP and Zendesk?
How is askotter's Root Cause Analysis different from what SAP shows on its own?
SAP + Zendesk is coming soon
Talk to us about your timeline, and we will confirm the launch date before you commit.
Self-managed is $99/mo and scales with the compute you use. Our team runs it from $600/mo.