In tymeshift's Summary Report, we have an option to filter data by the channel of the tickets.
Note: If you would like to filter for all activity in a particular channel, you may have to select multiple channels.
Important: The below filtering logic applies for metric points only.
Channels are defined in Zendesk and we categorize them on tymeshift as follows:
Zendesk channel |
tymeshift value |
| web | Web Form |
| chat | Chat |
| twitter_dm | Twitter DM |
| twitter_favorite | Twitter like |
| voice | Voicemail |
| phone | Phone call |
| Facebook Post | |
| api_voicemail | CTI* voicemail |
| api_phone_call_inbound | CTI phone call (inbound) |
| api_phone_call_outbound | CTI phone call (outbound) |
| sms | SMS |
| mobile_sdk | Mobile SDK |
| mobile | Mobile |
| help_center | Help Center post |
| api | Web service (API) |
| sample_ticket | Sample Ticket |
| system | System |