Understanding ticket channels in Explore

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  • Chad Susa

    Hi All

    Just struggling to exclude Follow-up tickets from a query.

    It seems that Follow-up tickets have no identification apart from their Update Channel being 'Closed Ticket' that can be used to exclude. I don't believe 'Update Channel' is accessible in the regular Support: Tickets [default] dataset.

    Using the Support: Ticket updates [default] dataset, I have created a query and added the 'Update Channel' attribute to the query and excluded 'Closed Tickets'. Which seems to work....however, when I look at the results, some follow-up tickets still exist in the query and are not excluded.

    After cross checking with the actual ticket ID in Support, these tickets sometimes have an Update Channel of 'Merge' or 'Rule'...so I'm having trouble finding a way to filter out these tickets....they seemed to have started from a follow-up, but then are merged or are somehow affected by a Rule (API).

    Does a ticket Update Channel change over time? If so, is there a way to combine the Update Channels 'Closed Ticket', 'Merge' and 'Rule' as long as the ticket at least has 'Closed Ticket' as an Update Channel?

    Or is there some very simple way (as I thought there would be) to exclude Follow-up tickets - I could be getting confused :)

    Many thanks for any help.


  • Eric Gao

    Hi Chad,

    You are correct that the Update Channel attribute is only available in the Ticket Updates dataset, and not the Tickets dataset.

    If you were planning on using the Tickets dataset, we would recommend creating a trigger that tags follow-up tickets upon creation (e.g. Channel = Closed ticket). That way you will be able to effectively identify (and include/exclude) those tickets in the Tickets dataset using the associated tag(s).

    As for the Update Channel changing over time, the attribute simply corresponds to the specific channel associated with the particular ticket update (a ticket could have numerous updates throughout its lifecycle). If you wish to combine multiple values (Merge, Rule, etc.) into a single value (Closed Ticket), you could check out creating a Group attribute in Explore (https://support.zendesk.com/hc/en-us/articles/360022184334#topic_epc_gw1_fv).

    Warm Regards,

    Eric G. Gao | Technical Support Architect | Zendesk

  • Ingrid van Veen - Schokkenbroek


    We have managed to create real conversations within flow builder, leading customers to the answer they need, without, in most cases, suggesting answerbot articles. But in Explore flow builder is not a channel neither can it be specified from the Messaging channel or Web form or Web Widget report options. 

    Therefore it would be of great value to be able to report on the 'was this useful' button in Flow builder? So we can really see the impact that Flow builder has on our (decreasing amount of) incoming tickets.

    So I need to know how many times flow builder was used/opened, preferably also see what choices (customized flow with options) customers made (their flow through flow builder) and in the end see if the solution that was presented was helpful (reporting on eg. the pre set feedbackflow, 'was this helpful', would help).

    The only reporting I can do right now is on how many tickets are received from flow builder when the given solution/answer was not helpful. What we need is to see how many times and in what flow or answers flow builder was helpful in providing the right answer. That would really help us to improve. 

    At this time I can only track the articles suggested via flow builder and whether they were helpful or not, which is not representative for our use of flowbuilder, since we are providing text answers after the customers has chosen his question from the presented options. 


  • Dave Dyson
    Zendesk Community Manager

    Hi Ingrid,

    Thanks for sharing this with us, and glad to hear Flow Builder is working well for you! For visibility, would you mind posting this feedback in our Feedback on Explore topic (ideally using this template to format your feedback)? That way, other users can upvote your suggestion and add their own use cases in the comments. Thanks!


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