Understanding ticket channels in Explore

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23 Comments

  • Kay
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    How is the web widget channel shown in Explore?

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  • Ricardo
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    Hello, Kay,

    In Explore, web widget is displayed as belonging to the web channel.

    I am going to ask the Docs team to add that info to the article. Thanks!

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  • Rob Stack
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    Hi Kay, thanks for pointing this out. I've now added Web Widget to the article (thanks also Ricardo!).

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  • Elizabeth Toy
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    Lumping the Support Web Form and Web Widget into the same channel (Web) in Explore is not ideal. They're distinctly different ways of getting in touch. You've separate out Mobile and Mobile SDK—I would think Web and Web Widget would be a similar case.

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  • Brett - Community Manager
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    Hi Elizabeth,

    Completely understand where you're coming from here. I would also recommend sharing your feedback in our Explore Product Feedback forum.

    Appreciate you taking the time to share this with us!

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  • Ayal Kellman
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    It looks like integrations such as Google Play Reviews and Appfollow (for Apple reviews) are called "Any channel". 

    Has anyone else experienced this behavior?

    What I don't understand is that we are able to differentiate between those channels inside Zendesk, views etc. why would they be aggregated to "Any channel" in Explore?

     

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  • wycherley wei
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    Hi Rob,

    In the example you gave in the "How to view ticket channels in Explore" part, is the default tickets nubmer covered the whole time range? 

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  • Rob Stack
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    Hi Wycherley Wei

    Yes, the example will report for all of your tickets. You could add a date range like Tickets solved to the Filters panel to show only tickets between certain dates. Hope this helps!

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  • Bobby Koch
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    Rob Stack was wondering if you could help me with something. We are looking to build a query that looks at when a tag value changes. I,e., we add a tag to a ticket.  

    Is there any custom metric you could help me think of that could solve this?

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  • Brett - Community Manager
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    Hey Bobby,

    We do have a recipe for Reporting on the duration of fields that may point you in the right direction.

    I hope this helps!

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  • BAKO
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    Hello, When i filter my total ticket count by channel and select "Chat" I see a higher number then the value in "Chats Dataset" chats count. Any idea why that might be?

     

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  • Brandon Tidd
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    Hi BAKO,

    I've attempted to answer your question over on this post.  Thanks!

    Brandon

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  • Duggan Everage
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    Hello!

    Has there been any update on separating Web Form and Web Widget? If not, how do you separate inbound vs outbound Web tickets? I don't see that as an attribute in the Tickets dataset.

    Thanks!

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  • Gail L
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    Hi Duggan,

    We can separate the Web Channel into more granular channels using the Update Channel under the Support: Ticket updates dataset:

    The configuration above should show us all the tickets that were created via Web Widget, Web Form and Web Service, respectively.

    If you don't want to change datasets, the web_widget tag that comes standard on tickets submitted via the widget can also be used to help filter for the tickets coming via that method.

    Hope that helps!

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  • Khajik
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    Can we please separate the Channels "Web" and "Web Widget" in Explore? It will make reporting much easier. 

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  • Rob Stack
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    Hi Khajik thanks for this feedback. Please consider posting it in our product feedback forum at https://support.zendesk.com/hc/en-us/community/topics/360001200913 - Thanks!

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  • Mauricio Nova
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    Is possible make a classification the all tickets associated or registered to the [ticket channel] = any channel to know specific what channel or integration will be on this field

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  • Rob Stack
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    Hi Mauricio, I'm not sure I fully understood your question, but you can use the procedure in this article to show the number of tickets by each channel.

    If you want to see the number of tickets assigned to ALL channels, you could add a table to the query in the example.

    Please let me know if you need any more information.

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  • lucia
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    Hello,

    I don't think Ayal's question above was addressed. Are Google Play Reviews and Appfollow (for Apple reviews) integrations aggregated into "Any channel"? Is there a reasoning behind not adding separate Google Play Store and AppFollow channels or what context may you provide? 

    Thank you

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  • Ayal Kellman
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    lucia - thanks for following up! Indeed, it was never answered...

    Rob Stack - can you help here?

     

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  • Rob Stack
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    Hi Ayal Kellman and lucia

    You're right, "Any channel" is for tickets created from any Zendesk integrations like Google Play and Appfollow. As there are many such integrations, it would be challenging to create and maintain separate channels for each one.

    I haven't used these integrations myself but am wondering if they create any custom fields in your Support account. If so, you might be able to create reports using those. See https://support.zendesk.com/hc/en-us/articles/360022182014

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  • Ayal Kellman
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    Rob Stack - thanks but then I would have to report on them separately. At the moment, I can use "Ticket channel" to create a custom set of channels that are relevant for our account. 

    If Google Play and Appfollow were to be reported separately via custom fields, how would you suggest integrating them to the same custom set so I can see them alongside our other channels and easily SUM the channels to see the totals? Thanks

     

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  • Ben Van Iten
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    Hi Ayal Kellman,

    This article goes over how to create a set in Explore: https://support.zendesk.com/hc/en-us/articles/360022184334-Organizing-values-by-groups-and-sets

    A set can be used to combine attribute values, as long as they are a part of the same attribute. So if you had a custom dropdown field, two values could be combined into a set.

    As far as easily putting them next to the other data, I would recommend using one query to show data for your other channels and a separate query for the different dropdown choices of this custom field and put them together on a dashboard. I know that isn't exactly what you're looking for, but I think it's the easiest way to get you to where you want to be data wise.

    I hope this is helpful!

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