Understanding ticket channels in Explore

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  • 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
    Zendesk Customer Care

    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

    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!

  • David

    Am I missing something or is it not possible to distinguish between Web Widget and Web Form as channels within Explore, even though they are recognised as separate channels in Support?

    I'd really like to know how may of our tickets are coming specifically through the widget compared to the web form.

  • Brandon Tidd
    User Group Leader Community Moderator
    The Humblident Award - 2021

    Hi David - 

    Because the web widget is just 'widgetizing' the web form, both of these would be considered as coming through the web channel for reporting purposes.  That said, you may be able to use Google Analytics to track this activity more closely, as described in this post.  Hope this helps!


  • Alek J. Reed

    For our business, tickets created via web forms are very different than tickets created by an agent within the support interface. We understand we can pull a metric for these tickets in Explore, but we have a gap where we cannot build a view to find these tickets within the support interface, which would help is in organizing our open tickets. I created a Community Post to explain this: https://support.zendesk.com/hc/en-us/community/posts/4480929793690-Designation-for-Agent-Created-Tickets-within-Channel

  • Carmel Kleinman


    How does ticket sharing affects the efficiency metrics?

    E.g when I receive a ticket via ticket sharing, what is the first reply time median that is calculated? Does it calculate it from when the requester of the original ticket received it? Or from when the counterparty that shares the ticket with me has shared the ticket? For context, I want to measure our first reply from when it was shared with us, and not from when the ticket was created initially.

    Thank you!

  • Elizabeth Churchill

    Here is a scenario: The customer calls to ask a question. Many times we need to email information to the customer after the phone call. How would I determine, say for the month,  the number of initial voice calls that are followed up by an email response?

  • Gabriel
    Zendesk Customer Care
    Hello Liz,

    I hope all is well! The channel creation of the ticker will not be changed, even if you change the communication channel on the same ticket, in this case, to email. If you want to report on those tickets, you can add a TAG such as "change_to_email", either manually or via macro when serving those tickets, and report on tickets that have the TAG. For more information, please check Reporting with tags.

    I hope this helps!
  • Brandon Tidd
    User Group Leader Community Moderator
    The Humblident Award - 2021

    Hey Liz,

    Building on Gabriel's response, you can also track ticket updates through the Update History dataset.  The attributes Ticket ID & Update Channel should give you the data you're looking for.


  • shelley

    There are some Channels listed in 'Update Channel' that are not listed in this article, e.g. Batch, Rule, Sample ticket etc Is there are more comprehensive article that contains ALL the channels? I cannot seem to find it.

    I assume Mail is actually Email, however when I select Mail on the report it shows '0' tickets...??? Why is that?


  • Elaine
    Zendesk Customer Care

    Hi Shelley,

    The other channels that you noticed to be missing in this article but are included in the Update channel attribute pertain to channels that initiated the ticket updates. Using the Update channel attribute will show you the specific channel associated with a particular ticket update (and a ticket could have numerous updates throughout its lifecycle).

    While the channels that are being referred to in this article are the channels that initiated the ticket creation or the channels that are included in the Ticket channel attribute. I hope this helps! Stay safe!


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