Can I report on side conversations in Zendesk Explore?
There isn't a dataset in Explore that allows you to report on side conversations out of the box.
As a workaround, create triggers that add tags to tickets every time that a side conversation is created, closed, replied to, or reopened. For more information, see the article: Setting up triggers for side conversations (Collaboration add-on). Then you can use those tags to create reports in Explore. See the example below on how to create a trigger that adds a tag when a side conversation is created.
To create the trigger
- Create a new trigger.
- Under Meet ALL of the following conditions, add:
- Side conversation | Is | Created
- Under Actions, add:
- Add tags |side_conversation_created
- Click Create.
After the trigger fires the first time and adds the tag to the ticket, you can start building queries in Explore to report on tags. For more information, see the article: Reporting with tags.