How can I track callback requests in Zendesk Explore?
Explore does not have the ability to specifically report on callbacks. As an alternative, consider marking those callback tickets with a specific tag. This enables you to use that tag to report on Explore. Find below an example trigger for your reference.
To create this workflow
- Create a trigger.
- Under Meet ALL of the following conditions, add:
- Ticket | Is | Created
- Comment text | Contains the following string | Callback request
- Channel | Is | Phone call (incoming)
- Under Actions add:
- Add tags | callback_request
- Click Create.
You can then create a query in Explore to report on the tag callback_request. For more information, see the article: Reporting with tags.