Connector Improvement: Add via to TICKET_COMMENT table (Zendesk)
Planned
Our team is launching the Zendesk Agent Workspace and with this change we will need to bring in the field via object reference in the ticket comment table. Currently we track productivity by counting the number of public responses and this is different based on chat vs email (chat = 1 and email = total public comments). With this change we will need more granular reporting.
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Official comment
Hi Morgan,
Thanks for writing in and explaining this request so clearly! Adding this via field is absolutely something we'll need to add support for. I've added this to our backlog for the Zendesk connector. I'll follow up here once we've added support for the via field.
All the best,Ray Harris
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We want to analyze ticket comments with "via channel sms" and this is the only way we'd be able to, is there an update on when this might get added?
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