Explore - why is the standard Zendesk Support dashboard not showing/reporting on our Widget Channel

Hi Shona,

In Explore there is no channel called Widget. The widget data is placed under the channel called Web. If you want to know more about what the different Explore channels consists of, you can have a look at this article: https://support.zendesk.com/hc/en-us/articles/360022181974-Understanding-ticket-channels-in-Explore.

#helpsome regards,
Marie-Cathrine Sørensen
Developer @ helphouse.io

Thanks Marie-Cathrine, so my follow up question would be.

In the link you provided it talked about the widget showing as web (as you said), but I also noticed it says 'Follow-up tickets are also shown in the channel regardless of how they are created'.

How can I exclude these 'Follow up Tickets'?

Hi Shona,

If you are creating reports in the Ticket updates dataset the follow-up tickets can be excluded with the following steps:

1. Click the Add link in the Filters panel
2. Click Ticket update and select Update channel
3. Click the Excluded button and select Closed ticket

But to my knowledge, there is no native way to do so in the Tickets dataset. Here you would have to create a trigger in Support that adds a tag to tickets that are created and with the channel Closed ticket. The tag then allows you to exclude them from your reports.