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 |