What does the Web channel refer to?
The Web channel is defined differently on which Zendesk product you use.
The Web channel refers to tickets that are created through the Web Widget using the contact form, or tickets created through the forms created using API. Web channel in Explore excludes tickets created from Chat.
For more information about ticket channels in Explore, see the article: Understanding ticket channels in Explore.
References to the Web channel appear in business rules (triggers and automation), tickets, and views.
- Web service refers to tickets created by the API. This will also show on tickets updated in bulk.
- Web widget refers to tickets created from the Web Widget excluding tickets created from Chat.
- Webform refers to a channel that appears in Views specifically that doesn't show up elsewhere in the product. These are tickets created by your own agents from within the Zendesk Support product interface by clicking Add.
For more information on how ticket channels are defined in Zendesk, see the article: How are ticket channels defined across Zendesk?