Explore recipe: Monitoring your social media channels

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<span class="notetitle">Note:</span> <span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">Requires Zendesk Support Professional or Enterprise with the Social Messaging add-on.</span>
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<p class="p">With the Social Messaging add-on for Zendesk Support, you can add your company’s social messaging channels such as Facebook Messenger, X Corp, WhatsApp, LINE, and WeChat to Zendesk Support. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828254362" rel="noopener" target="_blank">Installing and setting up the Social Messaging add-on</a>.</p>
<p class="p">While Explore doesn't currently report on social messaging channels, social messages do attach a tag to any ticket they create. In this Explore recipe, you'll learn how to use these tags to generate a quick report on the tickets coming in from each of your social messaging channels.</p>
<p class="p">This recipe contains the following topics:</p>
<ul class="ul" id="Explore_recipe_first_assignee__ul_zqy_ckc_2lb">
<li class="li"><a class="xref" href="#topic_vsn_bhv_pkb">What you'll need</a></li>
<li class="li"><a class="xref" href="#topic_ejl_ghv_pkb">Creating the report</a></li>
<li class="li"><a class="xref" href="#topic_z13_3gc_2lb">Next steps</a></li>
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<h2 class="title topictitle2" id="ariaid-title2">What you'll need</h2>
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<p class="p">Skill level: <em class="ph i">Intermediate</em></p>
<p class="p">Time required: <em class="ph i">15 minutes</em></p>
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<li class="li">Zendesk Explore Professional or Enterprise</li>
<li class="li">Editor or Admin permissions (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970-Adding-users-to-Explore" rel="noopener" target="_blank">Adding users to Explore</a>)</li>
<li class="li">Ticket data in Zendesk Support</li>
<li class="li">The Social Messaging add-on for Zendesk Support</li>
<li class="li">At least one ticket generated from social media</li>
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<h2 class="title topictitle2" id="ariaid-title3">Creating the report</h2>
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<p class="p">This report returns the first assignee for each ticket in your instance.</p>
<p class="p"><strong class="ph b">To create the report</strong></p>
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<li class="li">In Explore, click the reports (<img alt="" class="image" id="topic_ejl_ghv_pkb__image_gft_t3v_pkb" src="https://lh3.googleusercontent.com/Aavxgn53gfH5D5rmJ1Ag2oAut1-aAg10HHpO3WtuI3AKs0C00IcoTFvVZ7S-lzvsArUBIEbiFwAyTRIfglI4vN-YVTDTkf9deaRSlWKOOak5Nl9xQ_J6HXUxB0Ee_mmr6R4KY-ni">) icon.</li>
<li class="li">In the Reports library, click <strong class="ph b">New report</strong>.</li>
<li class="li">On the <strong>S</strong><strong class="ph b">elect a dataset</strong> page, click <strong class="ph b">Support</strong> &gt; <strong>Support -</strong> <strong class="ph b">Tickets</strong>, then click <strong class="ph b">Start report</strong>. The report builder opens.</li>
<li class="li">In the <strong class="ph b">Metrics</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of metrics, choose <strong class="ph b">Tickets</strong> &gt; <strong class="ph b">Tickets</strong>, then click <strong class="ph b">Apply</strong>.</li>
<li class="li">In the <strong class="ph b">Columns</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of attributes, choose <strong class="ph b">Ticket</strong> &gt; <strong class="ph b">Ticket tags</strong>, then click <strong class="ph b">Apply</strong>. Explore displays the number of tickets for all ticket tags in your instance. Next, you'll filter this to only show the ticket tags associated with social messaging.</li>
<li class="li">In the <strong class="ph b">Columns</strong> panel, click the <strong class="ph b">Ticket tags</strong> attribute you just added.</li>
<li class="li">On the <strong class="ph b">Ticket tags</strong> property page, choose one or more of the following social messaging tags that you want to include in your report:
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<span class="tiptitle">Tip:</span> Zendesk Support instances typically use a lot of tags. To make it easier to find the tags you need, use the search box at the top of the <strong class="ph b">Ticket tags</strong> property page.</div>
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<strong class="ph b">line_support</strong>: Include tickets generated by LINE Messenger.</li>
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<strong class="ph b">whatsapp_support</strong>: Include tickets generated by WhatsApp.</li>
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<strong class="ph b">wechat_support</strong>: Include tickets generated by WeChat.</li>
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<strong class="ph b">messenger_support</strong>: Include tickets generated by Facebook Messenger.</li>
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<strong class="ph b">xcorp_support</strong>: Includes tickets generated by X Corp mentions and direct messages.</li>
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<span class="importanttitle">Important:</span> Social messaging tags can be manually removed from tickets by agents. If you remove a social messaging tag from a ticket, it will no longer be included in views or Explore reports.</div>
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<p class="p">For details about setting up all of these messaging channels, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839412634" rel="noopener" target="_blank">Using social messaging channels</a>.</p>
<p class="p">In this example, all of the social messaging tags are chosen:</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_ejl_ghv_pkb__image_gq2_phv_dlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_social_messaging_1.png"></p>
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<li class="li">When you are finished, click <strong class="ph b">Apply</strong>. Explore displays a pie chart showing each channel and the number and percentage of each ticket associated with a social messaging channel.
<p class="p"><img alt="" class="image img-screenshot" id="topic_ejl_ghv_pkb__image_fyk_yfc_2lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_social_messaging_11.png" width="850"></p>
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<li class="li">Click the report title (by default <strong class="ph b">New report</strong>), give the report a descriptive name, then click <strong class="ph b">Save</strong>.</li>
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<p class="p">In the next section, you'll learn about some extra steps you can take to improve the presentation of this report.</p>
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<h2 class="title topictitle2" id="ariaid-title4">Next steps</h2>
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<p class="p">In this section, you'll learn a few ways to improve the presentation of this report to get it just how you want it.</p>
<ul class="ul" id="topic_z13_3gc_2lb__ul_vsh_kgc_2lb">
<li class="li">You can choose a number of different ways to present your results from the visualization type menu (<img alt="" class="image" id="topic_z13_3gc_2lb__image_v5c_rgc_2lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_visualization_type.png">). For example, a <strong class="ph b">Column</strong> chart looks great. For more help, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827297946" rel="noopener" target="_blank">Visualization types reference</a>.
<p class="p"><img alt="" class="image img-screenshot" id="topic_z13_3gc_2lb__image_d2g_m3c_2lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_social_messaging_12.png" width="850"></p>
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<li class="li">You'll see in the examples that the column names are the names of the tags. You could use a renamed set to create a new attribute that contains more friendly names for each column. For help creating renamed sets, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836227866" rel="noopener" target="_blank">Organizing values by groups and sets</a>.
<p class="p"><img alt="" class="image img-screenshot" id="topic_z13_3gc_2lb__image_l2r_ljc_2lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_social_messaging_14.png"></p>
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<div class="p">If you don't use the Social Messaging add-on, you can still integrate Support with Facebook and X Corp. For more information, see the following articles:
<ul class="ul" id="topic_z13_3gc_2lb__ul_hlb_4tm_flb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408819897242" rel="noopener" target="_blank">Setting up your Facebook channel</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883122714" rel="noopener" target="_blank">Setting up your X Corp channel</a></li>
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<p class="p">For information about reporting using these channels with Explore, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" rel="noopener" target="_blank">Understanding ticket channels in Explore</a>.</p>
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