• Ramin Shokrizadeh

  • October 12, 2016 03:36

  Zendesk Product Manager

  Hi Bill,

  Thanks for the feedback around having better reporting on triggers to understand which ones are performing well.

  Are most of your triggers used to create proactive engagements with visitors? Is your measurement of success them replying back?

  Thanks,

  Ramin

• Lulwa Jundi

  • May 12, 2017 06:40

  Yes, we need reporting on triggers too.

   

  We are in the process of creating triggers for pro-active engagement, and need to know for each trigger:

   - How many times did it fire.

  - How many clients engaged

  - If the client successfully managed to complete the 'step' required with help from our agents

• Brennan Valenzuela

  • May 16, 2017 14:19

  +1

• Daniel Baras

  • September 14, 2017 05:09

  +1

• Miguel Dubon

  • April 16, 2018 18:25

  I agree that this is important and this is a basic feature for all your competitors

• Maria Karenda

  • September 06, 2018 13:09

  +1

• Zac

  • September 07, 2018 21:39

  Hi all,

  What if you used the "add tag" action in every Trigger to add a unique tag that corresponds with the trigger? That way you could check for chats with those tags, and from there measure how many times the corresponding trigger fired.

• Shashank Johri

  • September 10, 2018 02:20

  Hi Zac 

  We have reporting on 'Triggered Chats' in Chat in 'Insights' analytics. You can refer to the metrics definition here:

  https://support.zendesk.com/hc/en-us/articles/206544348-Insights-metrics-reference-Professional-and-Enterprise-#topic_uhy_jr5_pdb

  Hope this helps. 

  Thanks 
  Shashank

• Maria Karenda

  • September 10, 2018 06:56

  Hi Shashank, 

  That is useful for sure, however, currently we can't measure triggered chats with no reply from the customer.

   

• Shashank Johri

  • September 12, 2018 07:36

  Hi Maria 

  Thanks. Understand the pain point. For now we do not have much granule details on Trigger reporting. We will consider that in future iterations, but nothing as such is there in near future. 

  Thanks 
  Shashank

• Fabio Strasser

  • January 29, 2020 09:56

  Are there any new developments here?

  We'd like to know how often a trigger actually ran. 

  Thanks
  Fabio

• Ramin Shokrizadeh

  • January 29, 2020 11:50

  Zendesk Product Manager

  Fabio Strasser no changes in the ability to have reporting on triggers at this point in time. If anything changes, we will keep you posted.

• Hege Farsund Solheim

  • February 07, 2020 11:51

  I would also really like to see how often a trigger is fired. When using pro-active chat via triggers, it would be nice to compare the number of times the trigger fired vs how many times the customer actually used this to start a chat. 

• 大津

  • April 24, 2020 06:30

  +1

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