How are ticket channels defined across Zendesk?

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23 Comments

  • Kiryl Shafarenka

    There are no 'channel integration' channels. Why and how can we see the statistics for the tickets that have been created via a channel integration app?

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  • Claire Miller

    Hey Kiryl,

    Channel Integrations are handled a little bit differently in Business Rules. From a triggers/automations standpoint, you would want to use the "Ticket: Integration account" option in your conditions, rather than just "Ticket: Channel". Per our documentation here:

    This condition checks the integration account that the ticket came from, such as a specific Facebook page, Twitter handle, or other channel integration account, like GooglePlay. Select one of your configured integration accounts from the drop-down menu.

    If you're looking to report on this with a tool like Insights, there's a lot of different ways to track Channel Integration tickets. If you haven't seen it already, I'd recommend checking out this other doc about how various channel-related metrics are populated in Insights here.

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  • Prasanth sai Shiramshetti

    Dear Claire,

    "Sample Interactive Ticket" comes under which type ?

    Thank you,

    Prasanth Sai

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  • Jessie Schutz

    Hi Prasanth!

    I'm afraid I don't understand your question...what sample ticket are you referring to?

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  • Britton Walker

    When I'm setting the Channel as a criteria in a trigger, I see the option of "Web form". What is that? and why is it not on this list?

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  • Prasanth sai Shiramshetti

    Hi Jessie,

    In the Via field, I see "Sample Interactive Ticket" type. What is it actually ?

    Thank you.

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  • Jessie Schutz

    Hi Britton!

    The "web form" option actually is on the list in this article, in the Help Center section. This refers to tickets created either by a form in your Help Center or by an agent in the agent interface.

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  • Jessie Schutz

    Hey Prasanth,

    Can you provide a screenshot of where you're seeing this? I'm not familiar with what you're describing so I need more information to be able to help you.

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  • Tony Vardiman

    Why doesn't Zendesk provide the "Channel" as a pre-defined field in the Ticket Form layout?  It's important to know the source of a ticket, and the only way I have figured around this is to create a custom field, and associate Triggers to assign values to that field based on the ticket channel.

     

    Example: Ticket Channel = Email, then Source = Email.

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  • Jessie Schutz

    Hey Tony!

    You can see where a specific ticket came from at the very top of the ticket, right under the subject line. It's not formatted exactly the way that you're describing, but it shows the email address, phone number, Twitter handle, etc that the requester used to send it in. Is there something else you need to do with this information that requires a field?

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  • Tony Vardiman

    Hi Jessie.  When a user submits a ticket via something other than email (such as the Widget or the Help Center Ticket Form) Zendesk doesn't show that source anywhere.  It is trackable in reporting under the "ticket via" field, but there is no way for an agent to know that a customer submitted the ticket via the Help Center Ticket form, for example.  It simply shows the user's email address.

    Here is a screenshot showing this conundrum:


    In fact, the only way I was able to divine that it came from the Help Center form is that Zendesk showed this handy little piece of information:  

     

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  • Jessie Schutz

    Hey Tony!

    If you need that information handy for your agents, I think you custom field solution is going to be the best option.

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  • Kim Lake

    HI Jessie

    Is there nowhere on the ticket that shows the Channel?

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  • Jessie Schutz

    Hi Kim!

    From inside the ticket itself, you can go to the Events log and scroll all the way to the bottom. The channel will appear there.

    Otherwise, within a view, you can add "Channel" as a column so you can see it there as well.

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  • Luca Willmer

    Hello everyone,

    I've run into a bit of an issue creating a workflow that meets our needs. Essentially, we would like to create a trigger that applies to tickets initiated by customers, and a separate trigger that applies to tickets initiated by agents. As far as I can tell, there isn't any way to differentiate tickets created by users through the webform and tickets created on behalf of users in the agent UI. Note that in both cases the requester will be the customer, but we want different actions to happen.

    Is there any way of working around this? It would be very useful if these two "webform" channels were listed separately in Zendesk triggers, e.g.

    • Help Centre Webform
    • Zendesk Agent Webform
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  • Brett - Community Manager

    Hey Luca,

    When setting up your trigger you should be able to use the **Current User > is > Agent/End-user** condition.

    That should hopefully get you the results you're looking for. Let me know if you have any other questions.

    Cheers!

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  • Luca Willmer

    Thanks Brett, that's a good idea. I hadn't thought of that.

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  • Luke Hutchings

    We have a "Web" channel. What exactly is this referring to? I am not seeing it in this article. 

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  • Pedro Rodrigues

    "Web" (Ticket Via) refers to the web widget form. Also check out How are ticket channels defined in Insights?

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  • Nicole - Community Manager

    Thanks for jumping in, Pedro!

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  • Thomas Kowalzik

    I saw that the API has a "via" field for tickets. What are the possible values of it? Does it contain values like "By email to xxx" or "Email", "Helpcenter", "Chat" ? 

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  • Brett - Community Manager

    Hey Thomas,

    The API would show what channel the ticket was created from as mentioned here: Tickets API

    There's the Via key that will show how the ticket is created.

    Hope this helps!

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  • Thomas Kowalzik

    Hi @Brett,

    Thanks for your reply, however this not really helped. I would be interested in the possible values, that could be given in the VIA field. Such as its documented for type:

    type: Possible values: problem, incident, question, task

    Or Status: possible values: new, open, pending, hold, solved, closed

     

    For "VIA" the possible values are missing in the documentation (https://developer.zendesk.com/rest_api/docs/support/tickets#content

    Thanks,

    Thomas

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