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Reporting on end user channel migration

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Emily McCarthy

Publicado 24 de mar. de 2022

Hello,

We have a business requirement to track channel migration for end users. We want to be able to understand where a user has contacted via one channel and then contacted via a different channel in a short period of time (i.e. if they couldn't get in touch via phone and moved to email/web)

Is there a way to track this in Explore?

Thanks!

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    Gab Guinto

    Zendesk Customer Care

    Hi Emily,
     
    I'm afraid there's no option in Explore that would allow you to easily identify these tickets/end users. A workaround that I can recommend is to look at the number of tickets submitted by each requester within a specific timeframe, and then slicing the data by Ticket channel. You can go through the table to see requesters that had tickets submitted through multiple channels (you can further slice the table by other relevant attributes or custom fields if you need to see more details in the report). With this workaround, you'll need to filter the report to a specific timeframe, and you'll have to manually go through the results to check which users might have switched channels within that particular time period.

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