Understanding ticket channels in Explore

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13 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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  • Devan
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    On Wednesday, April 8, from 8:00am-10:00pm CDT, we'll have a special guest team of experts on hand to answer your questions about Explore: Reporting & Insights Migration in your Zendesk Explore instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 8th, so if you've got something you want our experts to look at, post it today!

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