Explore recipe: Monitoring your social media channels

What's my plan?

Note: Requires Zendesk Support Professional or Enterprise with the Social Messaging add-on.

With the Social Messaging add-on for Zendesk Support, you can add your company’s social messaging channels such as Facebook Messenger, X Corp, WhatsApp, LINE, and WeChat to Zendesk Support. For more information, see Installing and setting up the Social Messaging add-on.

While Explore doesn't currently report on social messaging channels, social messages do attach a tag to any ticket they create. In this Explore recipe, you'll learn how to use these tags to generate a quick report on the tickets coming in from each of your social messaging channels.

This recipe contains the following topics:

• What you'll need
• Creating the report
• Next steps

What you'll need

Skill level: Intermediate

Time required: 15 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Adding users to Explore)
• Ticket data in Zendesk Support
• The Social Messaging add-on for Zendesk Support
• At least one ticket generated from social media

Creating the report

This report returns the first assignee for each ticket in your instance.

To create the report

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Tickets > Tickets, then click Apply.
6. In the Columns panel, click Add.
7. From the list of attributes, choose Ticket > Ticket tags, then click Apply. Explore displays the number of tickets for all ticket tags in your instance. Next, you'll filter this to only show the ticket tags associated with social messaging.
8. In the Columns panel, click the Ticket tags attribute you just added.
9. On the Ticket tags property page, choose one or more of the following social messaging tags that you want to include in your report:
   Tip: Zendesk Support instances typically use a lot of tags. To make it easier to find the tags you need, use the search box at the top of the Ticket tags property page.
   • line_support: Include tickets generated by LINE Messenger.
   • whatsapp_support: Include tickets generated by WhatsApp.
   • wechat_support: Include tickets generated by WeChat.
   • messenger_support: Include tickets generated by Facebook Messenger.
   • xcorp_support: Includes tickets generated by X Corp mentions and direct messages.
   Important: Social messaging tags can be manually removed from tickets by agents. If you remove a social messaging tag from a ticket, it will no longer be included in views or Explore reports.

   For details about setting up all of these messaging channels, see Using social messaging channels.

   In this example, all of the social messaging tags are chosen:

   

10. When you are finished, click Apply. Explore displays a pie chart showing each channel and the number and percentage of each ticket associated with a social messaging channel.

    

11. Click the report title (by default New report), give the report a descriptive name, then click Save.

In the next section, you'll learn about some extra steps you can take to improve the presentation of this report.

Next steps

In this section, you'll learn a few ways to improve the presentation of this report to get it just how you want it.

• You can choose a number of different ways to present your results from the visualization type menu (). For example, a Column chart looks great. For more help, see Visualization types reference.

  

• You'll see in the examples that the column names are the names of the tags. You could use a renamed set to create a new attribute that contains more friendly names for each column. For help creating renamed sets, see Organizing values by groups and sets.

  

If you don't use the Social Messaging add-on, you can still integrate Support with Facebook and X Corp. For more information, see the following articles:

• Setting up your Facebook channel
• Setting up your X Corp channel

For information about reporting using these channels with Explore, see Understanding ticket channels in Explore.