how can we check how many chats we get from a certain page on our site?

1 Comentários

  • Shayne Traqueña
    Zendesk Customer Advocate

    Hi Sandy!

    Good day! There is no native metric per-say to track natively what webpage a chat has come from. However, there is a process that involves a couple of different steps which can help you achieve retrieving this data.

    What you will need to do effectively is create a workflow that will tag tickets based on the website they come from, in doing so you can then run a report which will outline how many chats have come from a specific webpage.

    Step 1:

    To begin tracking such tickets you will need to apply a tag based on the website the ticket originates from. In order to do this, you will need to create a trigger for each webpage the chat originates from. If you have five different pages where chats come from, you will need to create a trigger for each of these and apply a unique tag on each trigger. Please refer to this article which outlines this process below:

    Recipe: https://support.zendesk.com/hc/en-us/articles/360050721034-Recipe-Identify-and-track-what-webpage-a-customer-was-on-when-they-started-a-chat

    Step 2:

    After you have created a trigger to apply a unique tag to each ticket coming from a unique webpage, you will then need to build your report based on these tags. Your query will look something like the screenshot below which will give you ​a report based on inbound chats and filtered by tags.

     

    This is a very basic version of a report but you can customize this as you see fit to filter this information further.

    Kind regards.

    Shayne Traqueña

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