Can I report on tickets with side conversations?

Question

Can I report on tickets with side conversations in Explore?

Answer

There isn't a dataset in Explore that allows you to report on tickets that contain side conversations.

As a workaround, create triggers that add tags to tickets every time that a side conversation is created, closed, replied to, or reopened. Then, use those tags to create reports in Analytics. See the example below on how to create a trigger that adds a tag to a ticket when a side conversation is created.

To create the trigger:

Create a new trigger

Under Meet ALL of the following conditions, add:

Object > Ticket > Side conversation | Is | Created

Under Actions, add:

Object > Ticket > Add tags | Enter your custom tag, for example side_conversation_created

Click Create trigger

After the trigger fires the first time and adds the tag to the ticket, you can start building reports in Explore to report on tags. For more information, see Reporting with tags.