With Explore, you'll often want to create reports based on the channel from which a ticket was created. Channels are the means by which your customers create support requests and how you engage with them.
The channels you see will depend on the channels you have installed. For example, if you haven't set up Facebook integration with Zendesk Support, you won't see the Facebook channel.
Use this article to learn how to view the channels you can report about in Explore, and to learn how channel names will appear when you create reports that use them.
To learn more about channels in general, see About Zendesk Support channels.
This article contains the following topics:
How to view ticket channels in Explore
Use this simple report to see the names of all ticket channels you have used and the number of tickets assigned to each channel. If you need help creating a query, see Creating queries.
To view your ticket channels
- In Explore, open a new query using the Zendesk Tickets dataset.
- In the Metrics panel of query builder, add the Tickets metric.
- In the Rows panel, add the attribute Ticket channel.
You'll see a table that looks similar to the example below:
Support channels in Explore
The following support channels are available in Explore reports. The channels that are shown will vary depending on the channels you've configured.
|Ticket channel||Displayed in Explore as||Description|
|Any channel||Any channel||Tickets created from third-party Zendesk integrations.|
|Web service (API)||Api||Tickets generated or updated from the Zendesk API, for example:
|Chat||Chat||Tickets created from a Zendesk Chat session.|
|Closed ticket||Closed ticket||
Tickets created by replying to closed tickets, also known as follow-up tickets.
This channel value can be returned in Explore only for the Update channel attribute in the Updates history dataset. (The Ticket channel attribute in the Support datasets returns a value of Web for all follow-up tickets.)
|Messaging||Messaging||Tickets generated from a web messaging conversation. For more information, see About messaging.|
|Tickets originating with an email request.|
|Tickets generated from Facebook posts and messages.|
|Forum topic||Forum||Tickets originating from a community post.|
|Help Center post||Help center||Tickets that were created from a community post in the help center.|
|Mobile||Mobile||Tickets originating from a Zendesk mobile app.|
|Mobile SDK||Mobile SDK||Tickets generated from a custom app using the Zendesk Mobile SDK.|
|Text||SMS||Tickets originating from a text message.|
|System||System||Tickets created by Zendesk Support. Examples include tickets created by importing from another application.|
|Tickets originating from a Twitter mention, DM, or like.|
|Phone call (incoming)
Phone call (outgoing)
|Voice||Tickets originating from Zendesk Talk calls and voicemails.|
|Answer Bot for Web Widget||Answer Bot for Web Widget||Tickets created from Answer Bot's Article Recommendations feature in the Web Widget (Classic) that led to a ticket being solved.|
|Web||Tickets originating from a Support web form, the Support agent
interface (created by an agent), or the Web Widget.
For the Ticket channel attribute in the Support datasets, follow-up tickets are also shown in this channel regardless of how they are created. (The Update channel attribute in the Updates history dataset can return a value of Closed ticket.)
||If you're using the Zendesk Agent Workspace and add a social messaging
channel, these appear as ticket channels you can use in your Explore
If you're not using the agent workspace, you can use tags associated with each channel in your reports. For help, see Monitoring your social media channels.
For more information, see About Zendesk channels.