Explore recipe: Identifying where chats originate

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7 Comments

  • Sarah Voit
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    Hi Rob,

    That looks great! Can you do something similar for Support tickets?

    Thanks,
    Sarah

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  • Jessica Blake
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    Hi Sarah,

    You should be able to use the Ticket updates [default] data set to create a similar query for Support tickets. You'll need to use the metric 'Tickets created' and the attribute would be 'Update country'.

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  • Sarah Voit
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    Hi Jessica,

    Thank you, that's great!

    I got a big bubble without any country - do you have any idea why this could be? Or shall I write to support?

    Thanks,

    Sarah

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  • Jessica Blake
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    Hi Sarah,

    I did a quick check on this, and the reason that some ticket updates won't include the country would be because in some cases Zendesk wouldn't be able to identify the country the update came from based on the channel being used.

    For example, in email tickets there is no way to identify the country the email was sent from. Updates via the web-widget or ticket form however would include some browser information including the location. The Zendesk system updates such as automations would also not include a country.

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  • Sarah Voit
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    Thanks for checking, Jessica! 

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  • Danie Feld
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    Can I use something similar to understand what page on our website chats are initiated from?

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  • Jessica Blake
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    Hi Danie,

    The page that a chat was initiated from is not data that is available in the Chat dataset per the documentation here.

    I did come up with an idea for you on how you could track this however. You could setup triggers to tag chats based on which page the chat was initiated from, and then create a query based on the tags

    Let us know how you go with this. 

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