How are ticket channels defined across Zendesk?

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45 Comments

  • Dan Ross
    Community Moderator

    Hey Sebastian,

     

    We created a custom field that we set ourselves via API/Triggers to record the true origin channel of a ticket. 

    If I'm not mistaken you can access the custom field data in Liquid via custom field placeholders, such as {{ticket.ticket_field_<field ID>}}. That might be a way to solve your use case.

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  • Sebastian

    Hi Dan,

    I thought of doing the same. The field already exists, however filling the field is a bit complicated. Yes, one can access the field like that, however the problem is filling that field.

    Did you create a number of trigger for filling? I guess that only works with a dropdownbox filled with all the possible options. I would have done it with a text field but in liquid I can check the zendesk channel only. Not the ticket channel. So knowing that it's "Twitter" doesn't help me to know if it's a DM or a like.

    If I'm not mistaken then building a number of triggers is the only way to fill that ticket field with the correct ticket source data?

    Thank you!

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  • Dan Ross
    Community Moderator

    Hey Sebastian,

    Apologies, I think I misunderstood. If you're looking to set it, unfortunately triggers and a dropdown would be required. We leverage a whole bunch of different trigger functions to determine channel. For example, when we have our integration with our CRM send a ticket, we tag it with source_crm and then have a trigger that looks for tickets created with that tag and then sets the custom channel field to CRM.

    Tags applied on creation via API, string matching (for automated template submissions with consistent formats) and even process of elimination (if it's not any of channels ABC, it must be D) are methods we use to determine channel and set this field. It's a very tedious and frustrating set of triggers to build and maintain but the value the data brings is worth the headache for us.

    Good luck, hopefully this helps!

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  • Sebastian

    Hello Dan,

    Guess I will do that then. Hope assigning works fine as well as grouping for that field in a view.

    Thank you!

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  • Pedro Rodrigues
    Community Moderator

    We identify the proper ticket channels with custom drop-down fields, also. In case it helps, these are the fields and their values:

    "Environment" (drop-down field)

    • Personal (for tickets via email, a phone call)
    • Social
    • Public web :: Main company website
    • Public web :: Help Center
    • Private web :: Main company website (pages only available to signed-in users)
    • Apps :: App X
    • Apps :: App Y

    "Proper Channel" (drop-down field)

    • Email :: Email
    • Email :: Form (Help Center)
    • Email :: Widget
    • Chat :: Served
    • Chat :: Missed
    • Chat :: Offline
    • Social :: Facebook Inbox
    • Social :: Facebook Comment
    • Social :: Twitter DM
    • Social :: Tweet
    • Messaging :: (...)
    • Etc.

    If we want to exclude all social network tickets, for example, we just need to set a condition where Environment = Social.

    This requires a whole 'family' of core triggers to correctly set these values, but it's worth it. These fields aren't added to any forms (the ticket preserves the value, regardless).

    We also added a couple more dropdowns to identify (1) our support email addresses, and (2) another one to know the specific social page the ticket came from.

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  • Sebastian

    Nice, I didn't know these :: can be used in drop down fields as well. Will try to set it up like that. If it doesn't work together with the view grouping service I will use single entries.

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  • Alex Edwards

    I'm trying to make sure a trigger I've created only fires when the update (changing from one group to another) is done by an agent, not by another trigger. Will the "Update via is not automation" condition cover that? The "Automation" channel is not defined here and I'm unsure if that includes only actual automations, or triggers as well.

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  • Pedro Rodrigues
    Community Moderator

    Hi Alex, that's weird. The "Update" condition should show you an option for Automation... However, you can achieve the same results by setting up as "Update via = Web form". Also make sure you add "Current user is Agent".

    Example::

    Result:

    Hope this helps!

     

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  • Alex Edwards

    Thanks, Pedro! To clarify, the automation channel is showing up for me, but this article does not define what that means so I was unsure about whether it would work here. I did add "current user is agent" and "update is not via automation" and it looks like it's working – thanks!

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  • Pedro Rodrigues
    Community Moderator


    Oops, sorry for misreading you! I'm glad it's working :-)

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  • Jason Katz

    Can a product manager explain why a follow up to a ticket that is closed is always attributed to `web` instead of either the channel that the original conversation initiated on (preferrable) or email? We recently turned off our publically accessible web channel and it's weird to report that 5-10% of our volume is coming via web when web isn't even an accessible channel by our customers.

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Jason,

    I'm going to bring this into a ticket so we can get you the information you're looking for :)

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Jason Katz

    Thanks Brett! It is so weird that web tickets are counted for agent created tickets and responses to tickets that were previously closed. I hope that one day the product team looks at ticket duplication, merges, and agent-created tickets. 

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  • Akhter, Shahroze

    What does "Rule" in channels means? we have a lot of back log tickets which are shown under this channel on Explore backlog report what tickets come under this can anyone assist. (Screenshot below)

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  • Katie Dougherty
    Zendesk Community Team

    Hi Akhter, Shahroze,

    “Rule” in channels refers to the Web service (API) channel, but more specifically tickets updated via Rule changes. Rule change examples include updates made to tickets by macros, triggers, automation, etc... If we used the API to perform a Rule Change on a ticket, it will count as an update (in an Explore query) from the Web Service (API) channel.

    For more information, see the article: Support channels in Explore.

    Please let me know if you have any additional questions! 

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