Why 'Any channel' is Misleading in Zendesk Reports

Understand why the term 'Any channel' might be misleading in Zendesk reports and what it actually includes.

Why is 'Any channel' considered misleading in Zendesk?

'Any channel' can be misleading because it doesn't include all channels. It specifically refers to tickets from certain social media platforms if the Zendesk Agent Workspace isn't enabled. Users might assume it covers all channels, but it only includes Facebook Messenger, X Corp DM, WhatsApp, LINE, and WeChat.

This naming can cause confusion, as noted by users who suggest alternative names like 'Social Media' for clarity.

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

Howard Blick Customer Service Team Lead
Freecash

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Why 'Any channel' is Misleading in Zendesk Reports

Why is 'Any channel' considered misleading in Zendesk?

More related questions

What does 'Any channel' mean in Zendesk reports?

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

How does enabling Zendesk Agent Workspace affect ticket channels?

What ticket channels are included in 'Any channel'?

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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.