To fully understand where and how a ticket originated, we currently have set up a small family of multiple custom, hidden fields, which help us a great deal overcoming Zendesk's missing data in this regard.
Drop-down to understand the "environment" of the ticket (e.g. someone's Gmail, our B2C page, our B2B page, one of our many apps, etc.).
Drop-down to understand the "channel" used (Email = email/form/widget, Social = Facebook Inbox, Facebook Wall, Twitter DM, Tweet, etc).
Another one for "visibility" = was it created by a human end user? One of our automated processes? An internal user from our Org (but not a Zendesk agent)? Etc.
...etc. Just so that you get the picture. These fields help us enormously with building brand and channel specific business rules, Views, SLA policies, and reports.
I'm currently considering creating yet drop-down for the various social pages we have (we have seven brands, each has an avg least 2 social pages integration, often 2 Facebook pages, 1 Twitter, 1 Instagram, etc.). I've been told we should have Explore available this quarter, however, so...
Is Zendesk Explore going to address this in any way?
Or should I simply go ahead, because it won't, and I should keep creating these fields?
Thanks in advance!
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