Designation for Agent Created Tickets for Channel
When an agent creates a new ticket within the Support agent interface (created by an agent hovering over the +Add tab and selecting ticket) it is documented as Ticket Channel: Web Form.
We can use Explore to pull metrics on tickets created by agents, but there is a need to create views on this distinction.
Our current workaround is to create a view that finds tickets where the requestor matches the assignee, however this will only find tickets that have not been routed to another agent or unassigned.
Ideally, tickets created within the Support agent interface would be distinct from tickets created via Web Form, as they are very different ticket channels for our business.
Hi Alek J Reed, on the Support side of things you can create a custom field as a ticket attribute (e.g. a drop-down named "Proactive Ticket" with options 'Inbound' and 'Outbound'; or a simple checkbox).
Afterwards, create a trigger to identify all tickets created by agents (or whenever the current user isn't an end user). Check an example trigger in part 1.1 here.
You can then add your custom field as a column in Views.
Hope this helps!
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