Understanding ticket channels in Explore

With Explore, you'll often want to create reports based on the channel from which a ticket was created. Channels are the means by which your customers create support requests and how you engage with them.

The channels you see will depend on the channels you have installed. For example, if you haven't set up Facebook integration with Zendesk Support, you won't see the Facebook channel.

Use this article to learn how to view the channels you can report about in Explore, and to learn how channel names will appear when you create reports that use them.

To learn more about channels in general, see About Zendesk Support channels.

This article contains the following topics:

• How to view ticket channels in Explore
• Support channels in Explore

How to view ticket channels in Explore

Use this simple report to see the names of all ticket channels you have used and the number of tickets assigned to each channel. If you need help creating a query, see Creating queries.

To view your ticket channels

1. In Explore, open a new query using the Zendesk Tickets dataset.
2. In the Metrics panel of query builder, add the Tickets metric.
3. In the Rows panel, add the attribute Ticket channel.

You'll see a table that looks similar to the example below:

Support channels in Explore

The following support channels are available in Explore reports. The channels that are shown will vary depending on the channels you've configured.

Ticket channel	Displayed in Explore as	Description
Web service (API)	Api	Tickets generated or updated from the Zendesk API, for example: API phone call inbound Web service Ticket sharing Group change Linked problem Rule User change Merge
Chat	Chat	Tickets created from a Zendesk Chat session.
Email	Email	Tickets originating with an email request.
Facebook message Facebook post	Facebook	Tickets generated from Facebook posts and messages.
Forum topic	Forum	Tickets originating from a community post.
Help Center post	Help Center	Tickets that were created from a community post in the Help Center.
Mobile	Mobile	Tickets originating from a Zendesk mobile app.
Mobile SDK	Mobile SDK	Tickets generated from a custom app using the Zendesk Mobile SDK.
Text	SMS	Tickets originating from a text message.
Twitter Twitter DM Twitter Like	Twitter	Tickets originating from a Twitter mention, DM, or like.
Phone call (incoming) Phone call (outgoing) Voicemail	Voice	Tickets originating from Zendesk Talk calls and voicemails.
Web form Web Widget	Web	Tickets originating from a Support web form or the Web Widget.