Can I report on the received at address in Explore?

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  • Ryan Mumby

    I have some beef with this. It's sort of an excuse, and it's not actually correct.

    "It is not possible to report on what email address a ticket was received at because there is not a metric for the received at address of tickets."

    Received at is not the metric, received at is the attribute. The metric is # of tickets. And yes, received at IS an attribute that exists in zendesk about tickets. For some insane reason you refuse to include this attribute in the ticket data synced to explore. It existed in Gooddata for years, but you've stubbornly and seemingly without good reason been avoiding adding this to explore for a long time - there have been numerous questions and product suggestions that all have lots of traction and user requests, but nothing.

    Your work around also does not cover historical tickets which is extremely limiting, and frustrating.

    I would suggest you update your answer, because it is incorrect, and I would also suggest that you implement this asap because the demand for it is huge and there's been no good reason provided as to why it can't be done. 

  • Oliver White (Admin)

    I agree completely with the above, received at is an important attribute which exists on the ticket data, so to not include this within Explore doesn't make a lot of sense to me. As above, I want to report on historic tickets which simply isn't possible via your suggested workaround.

  • Terry Ehrhard

    Adding fuel to the fire - to make matters worse the "Received At" is actually TWO addresses, not one.  One address is the address Zendesk assigns as the recipient, which is actually the first system address in the TO line if there are more than one system addresses listed, and the other address is the Zendesk system address the email was sent to via Exchange.  These two addresses are not the same and not consistent because what the requester places in the TO line in whatever order is very different than what Exchange will determine how to send it.  If your requester sends to just a single address then there is no issue, but when they send to two or more of your addresses, then this is when this impossible scenario exists.

    This field needs to be broken up so that these two values are separated and completely agree this value needs to be in Explore.  Due to the inconsistencies of what I describe above and lack of being able to determine the true "Received at" email address since this value is NOT available via any API, the means to have these two addresses identified as a variable within the UI, via API and via Explore is critical.  The only way I have found to address this situation is to make a single trigger for EACH system address, meaning each external corporate domain address AND each zendesk system address.  In our case this would account for hundreds and hundreds of triggers (and eventually thousands) to determine what/how the email was received. 

    Unacceptable.....  Fix this Zendesk!

  • Jamie Noell

    We have implemented our own version of "Created via" which includes tracking which "received @ email" as well as more detail about manual tickets vs. tickets truly raised by a requester in the Help Center.  While this works, this does mean ongoing maintenance each time we add a received@ email to our instance.  It would so helpful to have received@ as a attribute in Explore just as we have in a View.


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