Excluding follow-up tickets in Zendesk Explore can be tricky, as they are identified by the 'Closed Ticket' update channel. You can use the Support: Ticket updates dataset to filter out these tickets by excluding the 'Closed Ticket' update channel.
If follow-up tickets are merged or affected by rules, they might appear under different update channels like 'Merge' or 'Rule'. To manage this, consider creating a trigger to tag follow-up tickets upon creation, allowing you to filter them more effectively in your reports.
To view ticket channels in Zendesk Explore, you can create a simple report. Open a new report using the Support: Tickets dataset, add the Tickets metric in the Metrics panel, and then add the Ticket channel attribute in the Rows panel. This will…
Zendesk Explore offers a variety of support channels that you can report on, depending on your configuration. These include Web service (API), Chat, Messaging, Email, Facebook, Forum, Help Center, Mobile, Text, System, Twitter, Voice, Answer Bot,…
In Zendesk Explore, both Web Widget and Web Form channels are considered as coming through the web channel for reporting purposes. This is because the web widget essentially 'widgetizes' the web form. If you need to track these separately, you…
Ticket sharing can impact efficiency metrics like first reply time. When a ticket is shared, the first reply time is calculated from when the ticket was shared with you, not from when it was originally created. This means that if you're measuring…
To report on tickets created by agents using the Web Form channel, you can use the attribute Requester Role in Zendesk Explore. This allows you to differentiate between tickets submitted by agents and end-users. Additionally, you can create a…