Can I report on side conversations?

Question

Can I report on side conversations in Zendesk Explore? 

Answer

There isn't a dataset in Explore that allows you to report on side conversations out of the box.

As a workaround, create triggers that add tags to tickets every time that a side conversation is created, closed, replied to, or reopened. Then, use those tags to create reports in Explore. See the example below on how to create a trigger that adds a tag when a side conversation is created.

To create the trigger

1. Create a new trigger
2. Under Meet ALL of the following conditions, add:
   • Object > Ticket > Side conversation | Is | Created
3. Under Actions, add:
   • Object > Ticket > Add tags | Enter your custom tag, for example side_conversation_created
4. Click Create trigger

After the trigger fires the first time and adds the tag to the ticket, you can start building reports in Explore to report on tags. For more information, see the article: Reporting with tags.