How are ticket channels defined across Zendesk? Follow

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12 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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    Prasanth sai Shiramshetti

    Dear Claire,

    "Sample Interactive Ticket" comes under which type ?

    Thank you,

    Prasanth Sai

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    Jessie - Community Manager

    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 - Community Manager

    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 - Community Manager

    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 - Community Manager

    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 (Edited )

    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 - Community Manager

    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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