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Jennifer Rowe

Zendesk Documentation Team

Edited Feb 03, 2025


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16 comments

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Gab Guinto

Zendesk Customer Care

Hi Denise,
 
I'm afraid there's no attribute for support addresses so it's not possible to report on this in Explore. A workaround is to use triggers that will tag tickets or set a custom field value based on the received at address, and leverage that in your queries. You can check out this article for more information on this: Can I report on the received at address in Explore? 

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Builder and messaging bot into your websites and your help center. Need to be fixed..

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Jennifer Rowe

Zendesk Documentation Team

Oops! Fixed now. Thanks for letting us know, José Caldas!

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Hi Jennifer, just noticed that there's a Channel called: Closed Ticket. Could you help provide a bit more info on this? thanks!

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Hiedi Kysther

Zendesk Customer Care

Hey Nancy,

The channel called Closed Tickets, are for follow-up tickets. This is for when your customer replies to a ticket that is already solved and closed. As we all know, closed tickets cannot be updated anymore, so it'll create a follow-up ticket and the closed ticket will be the ticket's channel. 

I hope this helps! 

Regards, 
Hiedi Kysther

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Thank you Hiedi Kysther! I'm wondering how user replies to a closed ticket since we didn't let closed ticket shown on user's end. Or did they just reply via the email? since our mobile SDK tickets will also send an auto email to user's email address just in case user doesn't notice the ticket update. Really appreciate your help!

Best,
Nancy

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Hiedi Kysther

Zendesk Customer Care

Hi Nancy!

Correct! Closed tickets will be created via email or to any channel actually. So in your case, if the original ticket is already Closed, and the customer responds via email, a follow-up ticket will
be created. This article may be helpful for you: Creating a follow-up for a closed ticket

Hope this helps! 


Regards,
Hiedi Kysther 

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Hello, what about WeChat and Instagram Direct as displayed hereafter ? 

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Hello, how can I get the complete data of the bots? Interaction data with bots and data transferred to agents.

 

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Erin O'Callaghan

Zendesk Documentation Team

Hi James Yang, the Analyzing your Flow Builder activity article describes the prebuilt Explore dashboard that shows information about the number of users who engaged with the bot or were transferred to an agent. And if you’re looking to create your own Explore reports, the Flow Builder dataset includes the relevant metrics and attributes on this topic.

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Hi,

When I create a ticket from a community post, the channel is empty.
How can I set a channel here?

 

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Anne Ronalter

Zendesk Customer Care

Hello Nico,

Community Posts do currently not have a channel.

What I would recommend you to do, is to create a trigger based on a subject line described here:
https://support.zendesk.com/hc/en-us/articles/4408889250586-How-do-I-create-a-trigger-based-on-a-ticket-subject- 

Community Post tickets do have it written in their headlines, therefore you can create the trigger by subject. 
In the Trigger, you can then add a Tag and then again create a view based on Tags.

Here you can read more about working with ticket Tags:
https://support.zendesk.com/hc/en-us/articles/4408835059482-Working-with-ticket-tags 

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Is it possible to create views based on email channels? As in, creating a filtered view that only shows a single support email address as opposed to all support email addresses?

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Cheeny Aban

Zendesk Customer Care

Hi Shift Happens, 

Yes, you can create a custom view to show filtered tickets received from specific support email addresses. One example is by using the condition "Ticket received at under meet all condition" -- This will allow you to choose tickets received from a specific support address to show on the said views. More information on how to build your personalized views may be found here: Creating views to build customized lists of tickets

I hope that helps!

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Is channel integration support omnichannel routing?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Zendesk Saasten ,

If the integration creates a ticket via API, then yes Omnichannel should function on that ticket. 

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