Junhui Qu

Hi Gabriel! Hope all is well for you, too! Thank you for the quick reply and confirmation. I think my confusion came from trying to match the information in this article under Support UI and System with the entries for Web here. But now I see. Since our organization doesn't use support web form (we use the API) or widget, it should be safe to say the tickets with Web as channel are agent created...am I understanding this correctly? Thank you!

Hello! We have a  similar situation as Gavin's: we don't have custom apps, but we see "via system" on tickets. And these tickets have "Web" as ticket channel in Explore. Some tickets marked "via system" appeared to us to have been created within Zendesk by agents. Ticket history shows browser info as that shown under Support UI in the article. Is Web the same as Support UI? Is there a way for us to be certain the source of these tickets without examining each ticket?

Also the screenshots in this article should be updated to reflect the new agent workspace layout.