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. For more information, see the article: Setting up triggers for side conversations. Then you can 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
- Create a new trigger.
- Under Meet ALL of the following conditions, add:
- Side conversation | Is | Created
- Under Actions, add:
- Add tags |
side_conversation_created
- Add tags |
- Click Create.
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.
2 Comments
Hi,
is there any way to summarize and display in Explore how many side conversations tickets were created on a single ticket?
Best,
Romulo
I'm afraid this is not possible. There are no default attributes or metrics to identify child side conversation tickets. And, there are no ticket property or data linking the child and parent tickets that can be used in Explore reports.
If you have some time, I recommend that you start a post about this in our Product Feedback topic. Our Product team actively monitor our feedback threads, and conversations with high user engagement ultimately gets flagged by the team for roadmap planning.
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