Zendesk – Ticket Distribution over Submission Channels

Question

How is the creation of new tickets distributed across the different communication channels?

Nowadays, customer support happens across many different channels, you might exchange messages with your customer through social media and email at the same time.

So, it is important to track how tickets are distributed across the different communication channels that you maintain.

Schema

Blendo will sync all of your Zendesk data into your data warehouse properly prepared to be used for your analytics purposes. Some of the tables we prepare is the tickets table.

The tickets table has the following structure

Zendesk tickets table

Go here to find out the full schema of Zendesk expected data.

Output

SQL Queries

Ticket Creation Time Distribution

SELECT via_channel, 
       count(*) 
FROM   cont_tickets 
GROUP  BY via_channel

in Customer Support