Understanding ticket channels in Explore

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6 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!).

    1
  • 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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