How are ticket channels defined in Insights?

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23 Comments

  • James Spence
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    "*Note: Follow-up tickets will always read as being via web, even if they are technically created via email reply to a closed ticket."

    Is there a way to quickly distinguish between Web tickets manually entered by a member of the Support Team and Web Tickets created as follow-up tickets via email?  It's confusing my reporting to have to caveat the numbers created via Web with this distinction.

    Many thanks

    James

     

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  • Jessie Schutz
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    Hi James! I'm not totally sure of the answer here, so I'm gong to see if I can someone to help you.

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  • Keith @ Zendesk
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    Hey James,

    You could create a Custom Ticket Field that says Agent Made or Follow Up.  You could then set up a Trigger that looks at "Ticket Created" and the "Channel", and then for it to set the newly created Ticket Field accordingly.  That should make it much easier to both observe and Report on.

    Hope that helps!

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  • Ana Bautista
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    Hi Jessie, 

    In my report I receive these channels: 

     

    1. What is the main difference between help_center and web? Especially considering that "web" are "tickets created within the Support agent interface, in the Help Center through the Submit a Request form, and follow-up tickets". So, where are the tickets under "help_center" created?

    2. The report I would like to see is the channels through which tickets have been created and the fact that follow-up tickets are categorized as "web" its confusing for me. So for example, tickets that are created via email and then followed up via the support agent interface are shown as "web"?

    Thanks a lot

    Ana

     

    So my main

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  • Jessie Schutz
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    Hi Ana!

    For your first question, help_center refers to tickets that have been created from article comments, or community posts or comments. In your own Help Center, you'll see the option to create a ticket from a post or comment by clicking the gear icon next to it and selecting Create a ticket.

    For your second question, "follow up" doesn't refer to an agent's response to an open ticket. A follow-up ticket is a ticket that's created when an end-user tries to respond to a ticket that's already in Closed status.

    So, if a ticket is created via mail, that ticket will always have that as the source.

    If that ticket goes to Closed status, and the customer responds to one of the notification emails they received on that ticket, Zendesk will automatically create a follow-up ticket because Closed tickets can't be re-opened or edited in any way. The follow-up ticket will always show as coming from "web".

     

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  • Diego Colognese
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    Hello, i have also "Ticket via any channel" what is this attribute?

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  • Amanda Yu
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    Hi Diego,

    I'm going to reach out to via ticket to gather a bit more information from you about your particular instance of Zendesk. You'll see an email from me shortly!

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  • Luke Silcocks
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    Hi,

    Having read:
    "web (tickets created within the Support agent interface, in the Help Center through the Submit a Request form, and follow-up tickets*)".

    Looking in Zendesk under Reporting then 'Search' it says 77 tickets created from our help centre form in the last 30 days.

    In GoodData it says 281 tickets in Tickets Via 'Web' - 60 of these I have found to be 'follow-ups'. So IF 77 tickets have been created from our help centre form, what are the other 144 tickets? 

    Finding it incredibly difficult to try and split out just  tickets that come from our help centre form. 

    Thanks

    Luke

     

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  • Ben Van Iten
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    Hi Luke!

    I would imagine that the remaining tickets that are not accounted for, are tickets that are created in the agent interface. As you noted, this is one of the possible kinds of tickets that make up this particular group.

    You might want to consider drilling in and finding some ticket #'s and seeing if this makes sense. This document has more on that if you are unfamiliar with that process: https://support.zendesk.com/hc/en-us/articles/115013208747-Adding-drill-in-to-your-Insights-reports

    Thanks!

     

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  • Pedro Rodrigues
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    Ticket via any_channel is missing

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  • Jessie Schutz
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    Hey Pedro!

    Can you be more specific about what you're looking for? I'm not sure what you're asking...

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  • Pedro Rodrigues
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    Hi Jessie, I meant the attribute value any_channel (under attribute Ticket via):

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  • Jacob J Christensen
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    Hi Pedro,

    The any_channel value is connected to the Channel integrations framework, where you can connect external sources like Google Play and Trustpilot, and have reviews enter Zendesk as tickets. This probably should be part of the doc above.

    I have recently created a custom ticket field to better capture the ticket channel source, multiple triggers are set up to select the right value on ticket creation - this improves the readability of reports.

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  • Tara Papworth
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    I have web form and web service in my report when using the Ticket Update Via attribute - what do these mean?

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  • Jessie Schutz
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    Hi Tara!

    Web form means that it's coming from the Submit a Request form in your Help Center. Web service means that it's coming in through API, via an app or some other workflow you have set up.

    Hope that helps!

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  • Tara Papworth
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    Thanks Jessie - we have a few coming through as Web service but we don't use the API or any apps...what kind of workflows could these be?

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  • Patrick Bosmans
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    Hey Tara,

    I would look at any of the apps you may have downloaded from the marketplace that can create tickets as a start.  If you have any integrations like with a CRM, Jira, Slack, etc, these all will be able to create and update tickets.  They do so using the API which come through as web service.

    If you run through your account integrations and apps, but find none that are creating/updating tickets, feel free to send us a ticket at support@zendesk.com with some ticket examples that are showing web service, and we can get some account specifics from you to help parse through the data!

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  • Henrique Lleras
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    Hi!

    Right now we have an integration with AppFollow and in the GoodData the channel is showed as any_channel, is there a way to rename this channel?

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  • Nicole - Community Manager
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    Hi Henrique,

    Unfortunately not. Channels cannot be renamed in GoodData.

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  • Jacob J Christensen
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    Henrique, you could create a custom ticket (drop-down) field with all the channels you support and set up a trigger for each of those channels.

    Each trigger will use the default Channel field as a criterion as well as the ticket event (create or update), and possibly something unique to identify your Channel Integration. See the example below to get an idea.

    The action sets the value for your custom channel field, and this will be possible to report on in Insights going forward.

    Hope that helps. 

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  • Frida Karlsson
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    Hi, 

    I'm facing ticket channels called "Web" and also "Any Channel". We do not use applications and the Guide is not activated jet. What could they be about? Maybe one of them could be Instragram. But the other one I don't understand. 

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  • Pedro Rodrigues
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    Hi Frida, any_channel stands for any custom integration under /agent/admin/registered_integration_services (so that's probably Instagram).

    Since you don't have Guide, web could either be proactive (created by agents on behalf of end users) or follow-up tickets (you can see your follow-up tickets by creating a View with the rule "Channel is Closed ticket")

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  • Nicole - Community Manager
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    Thanks for sharing that answer, Pedro. :)

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