Hi
Based on my research, the service content pack connects to Zendesk includes data below:
- Users (end users and agents)
- Organizations
- Groups
- Tickets
As on Power BI Service, we are not able to create a measure or calculated column to calculate rates, I would suggest you connect to Zendesk in Power BI Desktop and calculate the rates. Then publish the report to Power BI Service.
Reference:
Zendesk content pack for Power BI
If you have any question, please feel free to ask.
Best Regards,
Qiuyun Yu