How are ticket channels defined in Insights? Follow


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    James Spence

    "*Note: Follow-up tickets will always read as being via web, even if they are technically created via email reply to a closed ticket."

    Is there a way to quickly distinguish between Web tickets manually entered by a member of the Support Team and Web Tickets created as follow-up tickets via email?  It's confusing my reporting to have to caveat the numbers created via Web with this distinction.

    Many thanks



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