Create a Report for Messaging Tickets by Channel
How do I create a report for messaging tickets by channel in Zendesk?
To create a report for messaging tickets by channel in Zendesk, you'll need to use Zendesk Explore. Start by clicking the reports icon in Explore, then select 'New report'. Choose the dataset 'Chat > Chat - Messaging tickets' and click 'Start report'. Next, create a custom standard calculated metric to calculate the number of messages by channel. Enter a name for your metric and use the formula:IF [Ticket channel] = "Instagram Direct" THEN [Ticket ID] ENDIF. Add this calculated metric to your report, and you're done! You can also filter the results by date if needed. For more details, check out the originalZendesk help article.
More related questions
What skill level is required to create a messaging tickets report in Zendesk?
Creating a messaging tickets report in Zendesk requires an intermediate skill level. This task involves using Zendesk Explore, which is a powerful tool for generating reports. You'll need to have either Professional or Enterprise access to Explore,…
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need to have Editor or Admin permissions. These permissions allow you to access the necessary features within Explore to build and customize reports. If you don't have these permissions, you may need to…
Can I filter messaging tickets by date in Zendesk reports?
Yes, you can filter messaging tickets by date in Zendesk reports. When creating your report in Zendesk Explore, you can use date attributes to filter the results by a specific date range. This feature allows you to narrow down the data to the time…
What is the purpose of using a standard calculated metric in Zendesk reports?
A standard calculated metric in Zendesk reports is used to create custom calculations that are not available by default. For example, you can calculate the number of messages created by a specific channel, such as Instagram Direct. This allows you…
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