Reporting for custom API/webhook integration
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.
-
Hi Malisa,
Thank you for this post.
I understand that you remove and add tags depending on the communication channel.
Unfortunately, there is not a direct way to report on comment channel, currently, you can report on ticket channel.
The only thing I can think of, will be to leave a tag on the ticket to identify those tickets with email and SMS communications. You can have tags for reporting and tags to remove and add for the webhook/trigger to work.
This only allows you to see tickets with those tags, you can create this recipe: Explore recipe: Agent interactions on tickets – that -that you can adapt from, but you can follow the same logic.
Now, in order to get only tickets with public comments containing those tags, you can add the attribute ticket tags as a filter to filter comments from those tags.
Please make sure to filter the updater role to (Admin or agent) to ensure that you are only looking at replies from your team and not including end user.
In any case, this only will work if there are active tags to identify tickets with communication via SMS and via email. For more information: Reporting with tags
Then to drill in those results to check the ticket ID, you can follow these steps: Using drill in to refine your reports
I hope it helps!
Iniciar sesión para dejar un comentario.
1 Comentarios