How are ticket channels defined across Zendesk? Follow

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2 comments

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    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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