Explore vs channels: understanding where a ticket originated
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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According to a few comments (example) I've seen around here, Explore seems to use the same Ticket Via attribute GoodData uses (?).
Is there any extra attribute with more info/data? Will there be?
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Hello Pedro,
Thanks for your comments!
If you have a developed workflow that involves creating custom ticket fields in your forms to cover ground that's not natively accounted for, it might interest you in continuing that workflow -- even with the addition of Explore.
Much like with Insights, Explore takes the data that's compiled in your support product and arranges it in queries based on the attributes you select. So, it'd be the same as with Insights that you still need something recording the data you find relevant to give Explore something to query for.
The attribute "ticket via"s equivalent "ticket channel," but it functions off of the same kind of information; namely, how the ticket arrived in Zendesk. I don't believe the Explore Team has any plans to add new native fields that would correspond exactly with your custom fields and the values you track, so I'd continue with the drop down approach and build out your queries with those attributes for your reporting needs.
In case you'd like to have a look at the attributes and metrics in Explore, here's a reference article for your convenience:
I hope this helps to clarify things!
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