Explore - why is the standard Zendesk Support dashboard not showing/reporting on our Widget ChannelAnswered
I am just starting to get into Explore and looking at some of the standard dashboards already available. I noticed on the Support Dashboard that it is not showing up the results from our Widget. Why is that?
In Explore there is no channel called Widget. The widget data is placed under the channel called Web. If you want to know more about what the different Explore channels consists of, you can have a look at this article: https://support.zendesk.com/hc/en-us/articles/360022181974-Understanding-ticket-channels-in-Explore.
Developer @ helphouse.io
Thanks Marie-Cathrine, so my follow up question would be.
In the link you provided it talked about the widget showing as web (as you said), but I also noticed it says 'Follow-up tickets are also shown in the channel regardless of how they are created'.
How can I exclude these 'Follow up Tickets'?
If you are creating reports in the Ticket updates dataset the follow-up tickets can be excluded with the following steps:
- Click the Add link in the Filters panel
- Click Ticket update and select Update channel
- Click the Excluded button and select Closed ticket
But to my knowledge, there is no native way to do so in the Tickets dataset. Here you would have to create a trigger in Support that adds a tag to tickets that are created and with the channel Closed ticket. The tag then allows you to exclude them from your reports.
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