Support Web Form and Widget should be separate Channels in Explore
Lumping the Support Web Form and Web Widget into the same channel (Web) in Explore is not ideal. They're distinctly different ways of getting in touch. You've separated out Mobile and Mobile SDK (source)—I would think Web and Web Widget would be a similar case.
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I completely agree that it is not helpful to have the two together.
I hope this gets planned soon.
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Hi Elizabeth and Sarah,
We can separate the Web Channel into more granular channels using the Update Channel under the Support: Ticket updates dataset:
The configuration above should show us all the tickets that were created via Web Widget, Web Form and Web Service, respectively.
Hope this helps - feel free to give it a try and let us know how it works out (:
Cheers,
Eric
Eric G. Gao | Technical Support Engineer | Support@Zendesk.com
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Hi Eric, can I use this to see how many end-users submitted a request via the 'Submit a Request' page on my Help Centers? Would that come under 'Web service'?
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Hi Chris, yes this can be used to see how many tickets you have received via your Help Center(s). It will come under "Web form" (rather than "Web service"). Check out Ticket Channels in Explore for more information.
Regards,
Eric
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Can you distinguish between tickets created by an agent in the Support interface vs. a ticket created by someone in the Help Center on the same form? It appears that both are showing as web form.
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Hi Jamie,
There's no way to differentiate the two when using Explore. That being said, you could create a trigger that automatically tags any agent created tickets if you'd like. Here's the conditions you can use below:
Meets all of the following conditions
- Ticket>is>Created
- Current user>is>(agent)
Actions
- Add Tags > agent_created_ticket
I realize this may not be the exact solution you're looking for but I hope it helps!
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