Expanded Web Channel Reporting: web form, web widget, other separation

3 Comments

  • Viktor Osetrov
    Zendesk Customer Care
    Hello Krista,

    Thanks a lot for your request. If I understood correctly, you are talking about this:
    Ticket channel Displayed in Explore as Description

    Web form

    Web Widget

    Web

    Tickets originating from a Support web form, the Support agent interface (created by an agent), or the Web Widget.

    For the Ticket channel attribute in the Support datasets, follow-up tickets are also shown in this channel regardless of how they are created. (The Update channel attribute in the Updates history dataset can return a value of Closed ticket.)

    Unfortunately, we have product limitations there at this moment. Because we are using the same data type id for Explore report:
    via id via type Description Ticket created by
    0 web_form Web form web

    As a technical alternative, we can recommend Enabling Google Analytics for your help center and Setting up and using Google Analytics for the Web Widget (Classic). From the GA4 side please focus on the audience behavior overview there. That helps you explicit web channels properly depending on different filters. 

    Thanks
    0
  • mfg

    Looking at trigger options, there are numerous channel options - many more than in Explore. This lack of granularity is a difficult limitation to work around in Explore, and adding the complexity with GA analysis and user access governance is a whole other problem. Currently we use a View in the agent workspace for tickets created by widget since we are not able to select this kind of information in Explore - we can export to external tools from there.

    The primary issue for us is scalability. At present we are only using one widget, using one brand, and we are able to (a) add a tag via trigger to identify these, and (b) use brand as a differentiation in Explore. However, we are considering rolling out the more widgets for the same brand with different fields (ie. refund form on the refund page, password reset form on the password reset page) and styling to match the respective customer context (ie. blue on pages with blue palettes, green on pages with green palettes).

    Inspecting the widget config pages, it looks like each one has an identifier in the URL, which leads me to believe that it would be possible to include this data point in the reporting (ie. a 'widget name' attribute). The main alternative I can see is to spin up a distinct brand for each widget and report in that way (ie. green page brand, blue page brand, etc).

    0
  • Shawna James
    Community Product Feedback Specialist
    Hey Krista, thank you for taking the time to provide us with your feedback and Matthew for following up! This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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