Tracking your communication channels in Sell

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  • Rodger

    Hello, I am seeing that communication through Support does not factor in DAYS SINCE LAST COMMUNICATION (DSLC).  Is this an expected behavior?  Ideally, we would like to see the DSLC start over when our CS team replies to a customer ticket in Support. 

  • Alice Roberts

    Hi Rodger! Currently, your assumption is correct that communication through Support does not factor into Sell's communication fields. I would highly recommend that you go over to our Feedback page, to submit this!


  • Rodger

    Thanks Alice.  I have submitted it to the Feedback page.  

  • Maeghan Flynn


    In regards to  "Note: Of the 14 communication fields are available, only one of them, the Days Since Last Communication field, provides an option to view everyone’s communication activity. The other 13 track only your own communication activity." 

    How can I view these fields for each of my agent's contacts? 

            - Days Awaiting My (Agent's) Response
            - My (Agent's) Last Outgoing Email
            - Views of My (Agent's) Last Email
            - My (Agent's) Last incoming Text 





  • Dane
    Zendesk Engineering
    Hi Maeghan,
    Like what was mentioned on the note, it is only available on your own communication activity. 
    I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 
  • brookeh

    The 'Days Since Last Communication' and 'My Last Outgoing Email' fields are severely out of sync. The communications are logged in real time on the company and customer profiles. The Activity Report is also capturing this data but these fields are reporting 30, 50, 60+ plus days since last communication even if the latest email was sent 2-3 days prior.

    Any troubleshooting fixes for this issue? We've tried using the sync update in the communication tab with no luck.


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