Report on Received At Email Address

17 Comments

  • Official comment
    Eugene Orman
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    Hi everyone, 

    Thank you for the feedback. The Ticket received at email address attribute is indeed a very popular feature request. It wasn't prioritised before because there is a simple workaround that Zac kindly shared here. However, any workaround means that there is a need for manual tweaks that lead to human errors and additional time users need to spend on the implementation, hence this is not a cool experience. 

    We will be researching what attributes can be added to Support datasets in the first half of 2020 and received at email address is one of the top candidates.

  • Dan Ross
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    Yes please! This would be extremely helpful so that we can see which products and customers make more use of email tickets. We'd love to stop inbound email as a channel, since it takes the longest to get the data we need to help the customer. Being able to see which products and regions are ready for this switch would be great!

    2
  • Mark Wiles
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    Yes, we would really appreciate the ability to run reports directly based upon the email address through which the inquiry/ticket was received.  It's much cleaner/safer than having to go through an intermediate step of creating a trigger that creates a tag, or having to base it on the group/agent these tickets were assigned to . . . any of these could have changed during the desired reporting range (or you thought of them too late) . . . then you miss the opportunity to get the data you need.

    Thanks for considering this!

    Mark

    2
  • JJ Lim
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    Yes, pls build this attribute.

    2
  • Dan Ross
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    A second +1 from me! I really needed to be able to build a report off this data today and was let down.

    This is already an attribute on the ticket model in Support, can it please be added to the Explore Dataset?

    Thanks!

    3
  • Zac
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    Hi all,

    Quick update on what we're doing:

    We use a custom dropdown field called "Received At" (not to be confused with "Received at" in business rules). We add each email address to the custom Received At field. Then, we create a new trigger for each email address in our instance. If the Received at value = xyz@abc.com, the Received At (custom) value is set to xyz@abc.com. And so on for each email.

    The custom field is reportable, and the business rules set it based on the Received at value when the ticket is created through email. I hope this is helpful to other teams as well!

    -Z

    3
  • Kate Rowe
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    That's +1 from me as well.  It seems very odd that this information is not accessible in the reporting framework. We have quite a number of different email channels and want to report on tickets created via different channels.

    0
  • Dan Ross
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    Bumping this one again, in the hopes that an Explore PM will catch it and respond.

    This would be a really big help in identifying popular channels of contact. We're currently trying to consolidate and deprecate some addresses, but we can't tell which ones receive volume, making it really hard to tackle this project intelligently. The only way we could get this data historically is to try to export and iterate through several hundred thousand tickets via the API, which is a waste of dev resources.

    This data's already part of the core ticket model (it's the "recipient:" attribute) it would be very helpful to have it made available in Explore. I won't presume to know what's involved in adding a new attribute to Explore, but from the end-user side, this feels like a really easy win. 

    Thanks for considering!

    8
  • RJ Hines
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    This was an extremely helpful answer. Adding the custom tags as part of a trigger on incoming tickets for each Received At address is helping us get the data we need for one-off reports for the time being, but does not help historically, so hopefully this feature can be added soon.

    0
  • Philip Crump
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    +1

    0
  • Nina Roth
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    Any update here? This feels like a huge miss to not be able to pull reporting based on received at.

    0
  • Franco Landa
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    +1 on this. As Eugene noted on the "workaround", that is a manual adjustment that requires maintenance of something that is already being captured by Zendesk (i.e. a Search can filter by Received At address).

    Please make this available within Explore.

    0
  • Sonia Radaelli
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    Please we need it too

    0
  • Jonathan Chalker
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    +1 on recipient / received at address as a common attribute for Explore.

    0
  • Jennifer Ko
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    Yes, definitely need this feature. 

    0
  • Kristel Kos
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    +1, we also need this, Is there some news already?

     

    0
  • Elaine Foster-Jones
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    Last update from Zendesk was 7 months ago indicating this might be added in the first half of 2020... We're in July now... Any update here? We need this, too.

    The "workaround" only works if it was set up from the beginning, so it can't account for closed tickets.

    0

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