topic Re: Reporting on channels within Conversations Inbox? in Tickets & Conversations

Reporting on channels within Conversations Inbox?

PSterkenburg — Tue, 05 Sep 2023 11:54:39 GMT

Situation: One Conversations Inbox contains 5 channels that are added (all different email addresses (Google groups aliases)).

Does anyone know if it is possible to build reporting that gives me insights into each channel within an Inbox?

It seems that I can only report per Inbox overall, but that's not what I want.

Maybe I am missing something somewhere? Documentation doesn't help me here either 🙈

Re: Reporting on channels within Conversations Inbox?

karstenkoehler — Tue, 05 Sep 2023 13:15:22 GMT

Hi @PSterkenburg,

Can you specify which insights exactly you're interested in?

Best regards

Re: Reporting on channels within Conversations Inbox?

PSterkenburg — Thu, 14 Sep 2023 07:46:25 GMT

Mainly the same standard stats that would be on the individual inboxes (time to close, time to reply, totals, etc), but broken down by channel if all are in 1 inbox. Does that make sense?

Thanks in advance!

Re: Reporting on channels within Conversations Inbox?

BérangèreL — Mon, 18 Sep 2023 11:00:26 GMT

Hi @PSterkenburg,

I hope that you are well!

Thanks for the additional information! So, you want a report on each channel (for each different email addresses connected) within the conversations inbox, right?

I'd like to invite a couple of subject matter experts to this conversation @johnelmer, @danmoyle and @Mike_Eastwood, have you already tried to create such reporting to help @PSterkenburg, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks and have a lovely day!

Best,
Bérangère

Re: Reporting on channels within Conversations Inbox?

danmoyle — Mon, 18 Sep 2023 12:41:49 GMT

Hi @PSterkenburg. I don't know of a way to separate alias' in an inbox if they're all feeding into the same one. As far as I understand the reporting, it's based on the inbox, not any alias that's feeding into it. @karstenkoehler may have a different experience and answer, or someone else @BérangèreL tagged, perhaps. But as I understand Service Hub, that sounds like it's beyond the standard capabilities.

Re: Reporting on channels within Conversations Inbox?

BérangèreL — Mon, 25 Sep 2023 15:40:42 GMT

Hi @PSterkenburg,

I hope that you are well!

Thank you for the additional information!

At the moment, you cannot natively have such report.
I therefore recommend you to post this idea on our Ideas Forum here.

I'd recommend supporting the Idea with an upvote and explaining your use case in the comments.

Our product team uses that forum to collect ideas on how we can improve the product for our customers.

Product pays particular attention to the top voted ideas & takes them into consideration along with other feedback channels as well as their own vision to understand what features will be most valuable.

Thanks and have a great day!

Best,
Bérangère

Re: Reporting on channels within Conversations Inbox?

danmoyle — Tue, 26 Sep 2023 12:23:50 GMT

@BérangèreL thanks for the confirmation. I didn't think this was something we could do, either. But the ideas forum is great advice @PSterkenburg.

Re: Reporting on channels within Conversations Inbox?

PSterkenburg — Tue, 26 Sep 2023 12:27:57 GMT

Thanks all!! @danmoyle. @BérangèreL

I logged it as an Idea, as suggested.

To be fair, I did get a possible solution in the Sprocketeers community, but I could not get it to work in the way I would like it: https://discord.com/channels/948980599828414465/956337867435675659/1151786414569168951

Re: Reporting on channels within Conversations Inbox?

danmoyle — Tue, 26 Sep 2023 12:30:06 GMT

@PSterkenburg I'm not in that Discord server and can't see it. The joy of a private community. 😊 So I'm not sure how to help there. I'll upvote the idea though!