Question
When building a report that references ticket channels, I see one called Any channel. What does this mean?
Answer
If your account is not using the Zendesk Agent Workspace, tickets created from the following integrations show up in Explore under Any channel:
- Facebook Messenger
- X Corp DM
- LINE
If you have the agent workspace enabled on the account, these channels will show up as Social Messaging in Explore.
For more information, see this article: Understanding ticket channels in Explore.
1 comment
Example Agent
Has anyone considered how misleading this name is? Why call it "any channel"? Now, any time I build a report for a client, I have to inform them that "any channel" doesn't mean what they'd think it would mean. Why not call it "other channels", "social media" or anything, in fact, that isn't really misleading.
People obviously assume that by ticking the box "any channel" it will show them stats for, well, any channel.
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