The Channels report in Support Service in Zenvia Customer Cloud shows all information about tickets received through different communication channels. Use it to analyze and generate detailed reports to improve your team's performance and service quality.

⚠️ Attention: This feature is available for users with Operator and Admin profiles.

How to analyze support tickets by Channel

Go to Analytics > Support Service > Channels.

• Filters: Set filters to view or export data by date type (open, close, cancel, or resolve) and period (specific dates or intervals up to 1 year).
• Generate Preview: View initial report information. The preview shows up to 10 ticket records, and the information is simple and non-customizable.
• Export Report: After generating the report, you will receive a notification when it is ready for download in CSV format.

⚠️ Attention: Filters must be selected to generate a preview or export the report.

Channels Report Columns

The report includes the following columns:

• Number: ticket code;
• Opened On: ticket opening date;
• Resolved On: date the issue was resolved;
• Closed On: ticket closing date;
• Source: origin channel;
• Customer (Full Name): full name of the customer;
• Subject: topic addressed in the ticket;
• Priority: urgency level of the ticket;
• Status: current status of the ticket;
• Justification: details for the ticket's status;
• Category: Type of request;
• Service (Full): type of service provided;
• Responsible: agent responsible for the ticket;
• Responsible (Group): department of the responsible agent.

💡 Tip: You will receive the Channels report for download in Notifications .