Social Media Tickets as 'Any channel' in Zendesk

Discover why social media tickets are labeled as 'Any channel' in Zendesk and how it affects your reporting.

Why do tickets from social media appear as 'Any channel'?

Tickets from social media appear as 'Any channel' due to specific account settings. If your Zendesk account doesn't use the Agent Workspace, tickets from platforms like Facebook Messenger, WhatsApp, and others are grouped under 'Any channel'. With the Agent Workspace, these are labeled as 'Social Messaging'.

This categorization helps in organizing and reporting on tickets from various social media platforms.

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Natalie Onions VP of Customer Experience at Customer.io

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Howard Blick, Customer Service Team Lead at Freecash

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Ella Roy Customer Success Manager
Zeffy

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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”

Conrad Jones CX and Service Leader
Zinc

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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”

Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)

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Howard Blick Customer Service Team Lead
Freecash

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Social Media Tickets as 'Any channel' in Zendesk

Why do tickets from social media appear as 'Any channel'?

More related questions

What does 'Any channel' mean in Zendesk reports?

How does enabling Zendesk Agent Workspace affect ticket channels?

What ticket channels are included in 'Any channel'?

Why is 'Any channel' considered misleading in Zendesk?

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Zendesk Support Tickets

Zendesk Messaging (live chat)

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”

“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”

“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”

“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”

“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”

“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”

“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”

“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”

Reduce support costs.Spend more time on customer success.