Question
How do I filter for Google Play Review tickets within my Insights report?
Answer
The corresponding channel value in Insights is any_channel. To create a filter on this in your Insights report:
- Add the attribute Ticket Via as your How.
- Select filter from the right hand column.
- Choose any_channel as your value.
- Select Done.
9 Comments
Hi all,
Google Play was created using the Zendesk Channel Framework (probably one of the coolest features and not utilized very heavily from what I can see). When you have a custom app in the Channel Integrations option in your admin panel, whether it's Google Play or any other app, that specific integration should be available to a Trigger under the Channel -> "Is" condition. If you have the Google Play integration, by scrolling to the bottom, you will see Google Play app as a specific condition. By extension, you should be able to see any other Channel Integrations as well.
You can create a custom dropdown field called "Channel Integration", and use a Trigger to test for each Channel Integration. For example, one trigger can be set with the following conditions:
Meets ALL:
"Ticket is" -> "Created"
"Channel" -> "is" -> "Google Play"
Actions:
"Channel Integration (your custom field)" -> "Google Play"
Repeat this trigger creation process for all your channel integrations. From there, you'll be able to report on and filter the custom field in Insights. Bonus: you don't even need to add the field to any of your ticket forms (if you have multiple ticket forms in your account) - it'll be set automatically in the background for use in your reporting.
Hope this helps! Post here if you have any problems with this tip!
Hi everyone,
Quick question around this feature.
I've 2 application integrated on my Zendesk, and I want to be able to know how many tickets I've received from each application.
Is there a native way to do it ?
Today i've created a form called "Google Reviews" but it's not really conveniant
Will this catch only Google Play Store tickets, or do other channel integrations get lumped into this any_channel channel as well?
Semi related what does "any_channel" data actually consist of? It seems to be it's own category but without an explanation of what it represents.
Thanks!
Hey Zac,
Unfortunately that's not a field that's passed over to Insights just yet. If you take a look at where that information is stored in the API, by doing an audit on an any_channel ticket, you'll see that it's in registered_integration_service_name, which unfortunately isn't an available value to be found in Insights.
You could probably get around this by creating a custom ticket field and perhaps noting which channel the ticket was created from, if you have multiple. Then reporting on that field to help identify the channel.
Cheers,
Ben Goff
Thanks for the insight Ben!
Hi Misha,
"any_channel" would include all the Integrations data set up in your account under Admin>>Channels>>Channel Integrations.
Hope this helps :)
Cheers,
Valeriya
Hi Brett,
It's a shame as this information is displayed on the ticket " via application ABC", I though we would be able to collect this information on Insights too.
We will continue to use custom fields to create insights around this integration then.
Thanks for your reply :)
Hi Giovannai,
Natively these integration tickets would show up under any_channel. It may be possible tag or create a custom field for these tickets to make them easier to report on. Your agents could manually apply/set these fields using macros, or you could create trigger to auto-populate these fields if certain conditions are met.
I've attached our documentation regarding triggers if this is a feature you're not familiar with.
Let us know if you have any other questions!
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