Follow-Up Tickets Showing as 'Web' in Zendesk
Why are my follow-up tickets showing as 'Web' in Zendesk?
By default, follow-up tickets in Zendesk are categorized under the channel 'Closed tickets'. If your follow-up tickets are appearing as 'Web', it might be due to a configuration issue. It's important to check your settings and ensure that follow-up tickets are correctly categorized to avoid SLA breaches for First Reply Time.
More related questions
How do I create a report to filter follow-up tickets in Zendesk Explore?
To create a report that filters follow-up tickets in Zendesk Explore, you need to use a calculated metric. Start by opening Zendesk Explore and clicking the reports icon. In the Reports library, select 'New report' and choose the dataset 'Support -…
What do I need to create a follow-up ticket report in Zendesk Explore?
To create a follow-up ticket report in Zendesk Explore, you need to have Zendesk Explore Professional or Enterprise, and Editor or Admin permissions. Additionally, you should have ticket data available in Zendesk Support. The process is…
How can I enhance my follow-up ticket report with date filters?
You can enhance your follow-up ticket report by adding a date filter to only return tickets created within a specific date range. In the Filters panel, click 'Add' and choose 'Time - Ticket created > Ticket created - Date'. Edit the date ranges to…
Can I filter follow-up tickets by tags in Zendesk Explore?
Yes, you can filter follow-up tickets by tags in Zendesk Explore. Since tags are copied over to follow-up tickets, you can use them to filter your report. Create an attribute in Explore to filter by specific tags, allowing you to see which…
How can I view follow-up tickets in Zendesk views?
To view follow-up tickets in Zendesk views, you can set up specific conditions. Ensure that the ticket status is not 'Closed' and the channel is 'Closed ticket'. This setup will allow you to see follow-up tickets that are still open or unsolved in…
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