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14 comments

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    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

    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

    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

    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

    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

    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 Relyea

    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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