Understanding ticket channels in Explore

Return to top
Have more questions? Submit a request

31 Comments

  • Kay Heunen
    Community Moderator

    How is the web widget channel shown in Explore?

    0
  • Ricardo
    Zendesk Community Team

    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!

    1
  • Rob Stack
    Zendesk Documentation Team

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

    1
  • Elizabeth Toy

    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.

    3
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Ayal Kellman

    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?

     

    1
  • Wycherley Wei

    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? 

    0
  • Rob Stack
    Zendesk Documentation Team

    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!

    0
  • Bobby Koch

    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?

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • BAKO

    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?

     

    0
  • Brandon Tidd
    Community Moderator

    Hi BAKO,

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

    Brandon

    0
  • Duggan Everage

    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!

    2
  • Gail L
    Zendesk Community Team

    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!

    2
  • Khajik Khajadourian

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

    2
  • Rob Stack
    Zendesk Documentation Team

    Hi Khajik Khajadourian 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!

    0
  • Mauricio Nova

    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

    0
  • Rob Stack
    Zendesk Documentation Team

    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.

    0
  • Lucia Johnson Seller

    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

    0
  • Ayal Kellman

    Lucia Johnson Seller - thanks for following up! Indeed, it was never answered...

    Rob Stack - can you help here?

     

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Ayal Kellman and Lucia Johnson Seller

    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

    0
  • Ayal Kellman

    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

     

    0
  • Ben Van Iten
    Zendesk Community Team

    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!

    1
  • Pam Pauley

    It's not unusual for my team to create tickets from scratch from within their agent view to contact a customer. 

    Based on the table provided above I wasn't 100% sure what channel these tickets would fall under. Can someone confirm what channel a ticket created in the Zendesk agent (on browser) would fall under? 

    Thanks!

    0
  • Brandon Tidd
    Community Moderator

    Hey Pam Pauley -

    Tickets created on browser by your agents from the agent interface would fall under the "Web" channel.

    Hope this helps!

    Brandon

    0
  • Fi Winter

    I actually don't need agent created tickets separated for reporting reasons, I need a different notification to go to customers who log a ticket themselves, versus have a ticket logged on their behalf. Please can this be separated asap? Self-logged tickets are a category in many other ticketing systems and it seems odd to lump customer created tickets and agent created tickets together?

    0
  • Brandon Tidd
    Community Moderator

    Hi Fi Winter - 

    Zendesk actually does separate these situations via the "out-of-the-box" Triggers:

    You should be able to customize the messaging within these Triggers.  Hope this helps!

    Brandon

    0
  • Chad Susa

    Hi All

    Just struggling to exclude Follow-up tickets from a query.

    It seems that Follow-up tickets have no identification apart from their Update Channel being 'Closed Ticket' that can be used to exclude. I don't believe 'Update Channel' is accessible in the regular Support: Tickets [default] dataset.

    Using the Support: Ticket updates [default] dataset, I have created a query and added the 'Update Channel' attribute to the query and excluded 'Closed Tickets'. Which seems to work....however, when I look at the results, some follow-up tickets still exist in the query and are not excluded.

    After cross checking with the actual ticket ID in Support, these tickets sometimes have an Update Channel of 'Merge' or 'Rule'...so I'm having trouble finding a way to filter out these tickets....they seemed to have started from a follow-up, but then are merged or are somehow affected by a Rule (API).

    Does a ticket Update Channel change over time? If so, is there a way to combine the Update Channels 'Closed Ticket', 'Merge' and 'Rule' as long as the ticket at least has 'Closed Ticket' as an Update Channel?

    Or is there some very simple way (as I thought there would be) to exclude Follow-up tickets - I could be getting confused :)

    Many thanks for any help.

    Chad

    0
  • Eric Gao
    Zendesk Team Member

    Hi Chad,

    You are correct that the Update Channel attribute is only available in the Ticket Updates dataset, and not the Tickets dataset.

    If you were planning on using the Tickets dataset, we would recommend creating a trigger that tags follow-up tickets upon creation (e.g. Channel = Closed ticket). That way you will be able to effectively identify (and include/exclude) those tickets in the Tickets dataset using the associated tag(s).

    As for the Update Channel changing over time, the attribute simply corresponds to the specific channel associated with the particular ticket update (a ticket could have numerous updates throughout its lifecycle). If you wish to combine multiple values (Merge, Rule, etc.) into a single value (Closed Ticket), you could check out creating a Group attribute in Explore (https://support.zendesk.com/hc/en-us/articles/360022184334#topic_epc_gw1_fv).

    Warm Regards,

    Eric G. Gao | Technical Support Architect | Zendesk

    0
  • Ingrid van Veen - Schokkenbroek

    Eric Gao

    We have managed to create real conversations within flow builder, leading customers to the answer they need, without, in most cases, suggesting answerbot articles. But in Explore flow builder is not a channel neither can it be specified from the Messaging channel or Web form or Web Widget report options. 

    Therefore it would be of great value to be able to report on the 'was this useful' button in Flow builder? So we can really see the impact that Flow builder has on our (decreasing amount of) incoming tickets.

    So I need to know how many times flow builder was used/opened, preferably also see what choices (customized flow with options) customers made (their flow through flow builder) and in the end see if the solution that was presented was helpful (reporting on eg. the pre set feedbackflow, 'was this helpful', would help).

    The only reporting I can do right now is on how many tickets are received from flow builder when the given solution/answer was not helpful. What we need is to see how many times and in what flow or answers flow builder was helpful in providing the right answer. That would really help us to improve. 

    At this time I can only track the articles suggested via flow builder and whether they were helpful or not, which is not representative for our use of flowbuilder, since we are providing text answers after the customers has chosen his question from the presented options. 

     

    0

Please sign in to leave a comment.

Powered by Zendesk