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10 Comments

  • 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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  • José Caldas

    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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  • Nancy

    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

    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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  • Nancy

    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

    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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  • Vincent Lieffroy

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

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  • James Yang
    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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