A Support ticket contains a a few key pieces of information that help identify the channel that was used to create it. This can help you in a number of ways like creating conditions for triggers and automations, identifying the origin of spam tickets, and general troubleshooting.
Besides viewing this information in the Support Agent UI, ticket channels can also be viewed using our API. If you would like to see more about using our API, go to our developer documentation at developer.zendesk.com .
If you have questions on how we define "channels" in Zendesk, you can find more information in the article, How are ticket channels defined across Zendesk?.
This article will help detail what areas of the Ticketing UI to review when checking to see if a ticket was created via any of the following channels:
There are a couple of areas where you can see that a ticket was created via email. Under the ticket subject information you will find a via and the support address that received the email.
Additionally, if you change the ticket from looking at Conversations to Events you will be able to see more of the routing information as well as a link to see the original email and it's source information in the creation event of the ticket.
If you would like to know more about viewing Events of a ticket click, here.
Tickets created by a Zendesk Chat integrated with Support are notated by via Chat under the subject line of the ticket (this holds true for tickets created via Missed Chats).
In the creation event of the ticket there will be additional useful information like:
- the URL of the visitor
- the IP address
- timestamp for Chat started
- browser information
Tickets created via the Zendesk Web Widget will have via Web Widget under the ticket subject line.
In the creation event of the ticket you will also find the URL where the ticket was submitted as well as browser details of the requester.
If a ticket was created via an API integration or cUrl call, you will see from Zendesk Support under the ticket subject line.
In the creation event, you will find Web Service noted as well as the coding language and IP address used to post the ticket.
If a ticket was created by an agent within the Support Ticketing platform, you will see from Zendesk Support, as well as the name of the agent that created the ticket, under the ticket subject line.
The creation event will also show the browser information of the agent that submitted the ticket.
If a ticket was created by an end user through the Guide Web Portal, you will see via Help Center notated under the ticket subject line.
There is currently an issue with designating Help Center. Tickets show via Zendesk Support at this time but will change after bug fix.
Tickets created via Facebook posts will show via(Facebook Page Name) under the ticket subject. You will also see the Facebook page name notated in the creation event.
Tickets created via Direct Message from Facebook with show Facebook Message under the ticket subject line and in the creation event.
Talk & Text
If a ticket is created via a phone call, a support number tied to the support account will show under the ticket subject line. There will also be events noting whether the call was outbound, inbound, and the timestamp of the call.
If the ticket was created via Voicemail, there will be the following notated:
Text tickets will have a message icon noted next to subject line in the ticket.
Mobile Support App
Tickets created via the mobile support app will have the either Zendesk for iPhone or Zendesk for Android in the creation event of the ticket.
Tickets created via Twitter will have the Twitter icon along with the account's twitter name in the creation event.