Follow-up Tickets are Marked as Web Channel
It's frustrating that follow-up tickets are always marked as web, even though they're often replied to emails or other channels. So this inflates the data a bit when trying to look at volume by channel. It would be ideal if it could be tagged more accurately to show the channel that the customer responded in instead of defaulting to web.
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We also recently found out this problem in Zendesk and in our case, it's totally messing up with our pipeline.
The reason is that we are triggering our back-end systems when there is a new `e-mail`. What happens when Zendesk sets the channel as 'web` for the follow up tickets, we can't process the tickets as `e-mail` and we can't assign them to the correct teams under our customer support.
Could we please get a priority for this problem?
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This is frustrating here too +1
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Thanks for your comments. We don't have anything to share at the moment, but I wanted to let you know that the product manager for this area has been notified about this conversation and is taking your feedback into account.
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I agree. We just started using the Widget and I pulled a query the other day for the first time and it was saying there was way more coming in via the Widget then was the case.
It would make more sense if 'Follow Up' tickets had their own Channel.
Or maybe have automated tags added to ALL channels confirming how they come in i.e. channel_widget; channel-followup; channel_email. This would make it easier to report on.
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On a follow-up ticket using internal note, use this placeholder{{ticket.description}}
It should come back as "Closed Ticket".
In your triggers add the following line.
This will remove follow-up tickets from the trigger perimeters.
Hope this helps.
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Hi, Just wondering if this is still the case where follow-up tickets are placed under Web? If so, it explains why I am seeing so many tickets in the pre-built ZD Support report 'channel' under Web. It is not ideal as it skews the results :(
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Nicole SaundersIs there any update on this? You mentioned over 2 years ago that feedback was being passed on. Thanks!
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저도 궁금합니다.
Pleasesign into leave a comment.
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