It is important that we understand which email addresses are receiving the most traffic. It would be helpful to include "Received at" email address in the ticket attributes sent to Explore.
Delivered
Report on Received At Email Address
From my point of view a must have to understand and monitor customer communication via different email addresses.
+1 - I'd like to create reports to show a breakdown of how many emails we're receiving at each support address. Doing this by populating a custom field with a trigger is not a sustainable process.
Adding my name to the list. This seems like a huge oversight and a workaround for all tickets moving forward does NOT help. I need this on a retroactive set of tickets.
+1000
Hello,
We are very interested in having this feature in our system and be able to report on received at. Thanks!
+1 Adding support for this to be an attribute in Explore.
We need to pull forward a bunch of tickets' historical data that can't be updated with the workaround for obvious reasons. We also have 50+ support emails, and this workaround wasn't included in the original implementation despite the goal of Zendesk was partly to consolidate all of the existing support emails. If this data can be used in workspace views, why can't it be pulled into Explore?
Hi all,
Ticket email address attribute was added to the Support: Tickets dataset.
The complete list of attributes and their descriptions can be found in the Metrics and attributes for Zendesk Support.
It's great to see that Ticket Email Address is an Explore attribute now.
However, when I tried to create a report, some tickets have the Ticket Email Address listed and some don't. Both tickets are via the email channel and both were sent to the exact same email address (Support email address).
Just wondering if this new Explore attribute only applies to tickets created after the attribute was created and doesn't populate for older tickets?
Many thanks :)
Hi @chad16, the attribute did not apply retroactively, so your assumption is correct: only email tickets created after the deployment will have that value in Explore.
⚠️ Although this post is marked as "Complete", this attribute is still missing in other datasets, namely Updates History and SLA (in my case). Because it's only available on the Support: Tickets dataset, adding it as a dashboard filter for dashboards whose reports rely on multiple datasets is impossible. Here's hoping Zendesk updates this at some point.
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ℹ️ Just leaving the following note here for those just bumping into this:
There is a workaround for this (also suggested here), something which I'm sure many admin have always done for many accounts:
- Create a custom drop-down field for "Recipient". Add each email address as an option.
- For each email address, create a trigger to select the correct option in "Recipient" when a ticket is Created and Received at matches that specific address
- Personal suggestion: install the Hide Ticket Fields app and hide this field (and there is no need to add it to any form, the triggers will work anyway)
However, one crucial limitation of this workaround is the inability to edit Closed tickets, which makes the workaround almost useless, as far as reporting on ticket history goes (because we can't have automations populate past tickets with these values). As soon as admins have this ability, the workaround will be effective and we can all start having fun cleaning up our past data 😄
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