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29 Comments

  • Geoff Williams

    HI Zendesk,

    We've recently discovered that our 'Support' tab wasn't linked properly to our Knowledge Base. When looking at 'Tickets by Channel' it reports that about 40% of our traffic comes from 'Web Service'. Does the web service refer to this tab? Or from a different source?

     

    Thanks!

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  • Jessie Schutz
    Zendesk team member

    Hi Geoff!

    As you'll see in Emily's post above (which you may have missed), Web Service refers to tickets that are created via the API.

    Are you using the old Feedback Tab, or the new Web Widget?

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  • Geoff Williams

    Hi Jessie,

    We were using the Feedback tab, we've just disabled it and are looking into the Web Widget now.

    Using some of the other articles on your knowledge base I was able to determine the volume that came in through the feedback tab and it wasn't as drastic as we suspected.

    I am still curious what category both the feedback tab and the web widget would fall under.

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  • Jessie Schutz
    Zendesk team member

    Hey Geoff!

    I'm still waiting to hear back on the Feedback tab; I haven't dealt with that one in a while so I don't remember whether it's considered Web Service, or Web Form. I'll let you know what I find out on that one.

    The Web Widget, however, actually shows up as it's own channel in Insights, so there won't be any ambiguity there in terms of being able to tell where your tickets are coming from.

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  • Geoff Williams

    Fantastic! Thanks!

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  • Jessie Schutz
    Zendesk team member

    Hey Geoff!

    I checked with some colleagues and the Feedback tab would show up in Insights as "Dropbox".

    Let me know if you need anything else!

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  • Nathan Evans

    Have you released an update to treat the two web forms differently in the past year and a half?  We are doing a campaign to move away from email and toward a standardize form (the ZD form) and want to know how successful we are.  However, agents also create tickets for things through the agent interface....not part of the campaign.

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  • Justin Smith

    Hey Nate,

    We've made a number of different changes to the Help Center structure in the last year and a half, and some of those changes do include the ticket form.  Sadly I'm not entirely sure which two different web forms you're referring to in your question though.  Mind elaborating a bit more here, or submitting a ticket to us at support@zendesk.com with some additional details on what you're looking for?

    Additionally, agents have not lost their ability to create tickets through the agent interface.  So if that is part of your desired workflow, feel safe that it will not change any time soon.

    Thanks!

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  • liam

    Hey folks,

    Is there a way to differentiate between different email address when making triggers?

    I want to set up a new email channel and I want all of those emails to go to a specific agent.

     

     

    Thanks,

    Liam

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  • Jessie Schutz
    Zendesk team member

    Hey Liam!

    You can use the Ticket: Received at condition in your triggers:

    You just need to add the new email to your Support Addresses first, and then refresh your browser. Then the new email address will show up in the condition drop down list.

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  • liam

    Oh great!  

     

    Thanks Jessie.

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  • Jessie Schutz
    Zendesk team member

    No problem!

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  • Steffen Aadnevik

    Hi. Question regarding web widget. Does Zendesk have any solution for visual feedback directly on the webpage the customers use. (eg like DebugMe, BugHerd)?

    We think it is a good solution for our clients to just draw or sketch directly on the webpage and then submit this as a ticket. Then you avoid alot of typing and explaining what's wrong. A picture tells more than a thousand words. Right:)

    Br

    Steffen Aadnevik

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Steffen - 

    This is not something that is currently offered. I did some research to see if there are any apps that do what you're asking, but it doesn't look like there are at this time. 

    I'd suggest that you head over to Product Feedback and submit your detailed use case, and then other users can add their vote for it as well if it's something they would find useful. 

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  • Carla

    what is the difference between Web service and Web form?

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  • Diogo Maciel

    Hi Carla!

     

    Web service relates to tickets created by a third party service, such as an app. Web form is your contact form.

    Hope this helps!

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  • Fusion.bet Admin

    Hello,

    what is the difference between web form and web widget?

     

     

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  • Jessie Schutz
    Zendesk team member

    Hi Fusion!

    The web form channel is the Submit A Request form in your Help Center. It's also used for tickets that are created by Agents from the agent interface.

    The web widget is a widget you can embed in a website. Support requests submitted through this widget show a channel of web widget.

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  • Diego Soffia

    Hi,

    is it possible to manage more than 15 FB pages?

    Thanks,

    Diego.

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  • Jessie Schutz
    Zendesk team member

    Hi Diego!

    15 FB pages is currently the maximum number you can manage from your Support instance.

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  • Ronald Austria

    Hi!

     

    I couldn't find any information under this. What exactly falls under "other"?

    1
  • Heather Rommel
    Community Moderator

    Hi Ronald,

    That's a dynamic thing that Zendesk will update to try to keep the info on that layout simple--- If you hover over the yellow, you should see a breakdown of some sort. Most of them will be very small percentages so Zendesk groups them together. This can change over time.

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  • Leonardo Elizeche

    Hi there

    We have one 3er party integration with our market place Mercado Libre

    Also with Whatsapp

    Off course Facebook, email and our site.

    My question is,

    Why is posible make différence beetwen channel option into rules automatization (into that is possible find Any channel option and channel options) and Any channel?


    The thing is , the channel option make posible seletion of all ours integrations! but the Any Channel no.

    So i wondering if is posible make disponible the option Channel into explore for example.

    thanks a lots

    BR

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Leonardo Elizeche,

    To confirm, you're trying to determine if there's a way to add your 3rd party integrations as a separate channel so you can report on it through Explore. Currently, as the base program stands, there's no way to create a channel that would show this under this list.

    What I would recommend is creating a trigger that adds a tag to any tickets created through this 3rd party app and then report on that tag.  I've included below an article that goes into detail on how to report with tags. 

    Reporting with tags

    Best regards. 

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  • Duggan Everage

    Hello!

    I am looking at the channels that our tickets come in through, and there are some coming through Web Form. We don't currently have any web forms connected to Zendesk, so I'm curious how these are being defined. I see that Jessie Schutz mentioned that "it's also used for tickets that are created by Agents from the agent interface." Should I assume that's what's happening here? When our Agents use the agent interface to send an email, those are being classified as Web Form and not Email?

    Thanks!

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  • Ben Van Iten
    Zendesk Community Team

    Hi Duggan,

    If you do not have any web forms connected to Zendesk, I would definitely assume that is what is happening there. If your agents reply through the interface, that is the channel that the ticket would show.

    I hope that is helpful info!

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  • Duggan Everage

    Hi Ben Van Iten,

     

    Do you know if there is a field for "inbound" and "outbound" associated with the channel? Specifically, how would we identify how many tickets are coming through a web form (i.e., inbound) vs from our agents sending a message through Zendesk (i.e., outbound)?

    Thanks!

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  • Ben Van Iten
    Zendesk Community Team

    Hi Duggan,

    There is not a field that does this by default. However you could have a trigger place a tag upon ticket creation based on the two scenarios.

    For instance could have a trigger that has conditions that look like this:

    Ticket is Created
    Channel is Web
    Current user is agent

    Then for actions:

    Add tag "agent_created_web".

    You could repeat this process with a different tag for end user created tickets and use the tags in views, or reporting, or however you need to. You could use custom fields with this as well if it's easier for you to track it that way.

    I hope this is helpful!

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  • Jeffrey Soll

    Is there a way to combine two tecket channels into one for reporting purposes in Explore?  We have been trying to combine API and Web ticket Channels to one Internal ticket channel field.  That way we can measure the amount of tickets that come through email (externally) from tickets that are created in the system through Web or API.  Thanks.

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