Reporting for custom API/webhook integration

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Malisa Dods

Posted Mar 02, 2023

We have a custom API/webhook integration with an SMS software built into our Zendesk instance. It allows us to switch between text and email within ticket comments. When we want to send a text, we add specific tags that trigger a webhook. When we want to switch back to email, we remove those tags. 

In Zendesk Explore, how can I differentiate between the two types of comments? Is that possible? I'm trying to get the count of emails our agents send vs texts.

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