How was that ticket created?

Question

How was that ticket created?

Answer

If you have questions on how Zendesk defines channels, see About Zendesk channels. For more information about reporting on these channels, see Understanding ticket channels in Explore.

This article covers areas of the ticket interface to review if an end user created a ticket through any of these channels.

Email

Note: Via Web refers to tickets created from an email response by an end user to a message sent by an agent from Zendesk. Via email doesn't appear on those specific tickets.

The ticket subject displays the text Via email underneath the subject of the email.

To view the original email for a ticket created by inbound email:

1. Select the options menu for the original email
2. Select View original email

For more information, see Viewing the HTML and original source for incoming tickets.

Live chat

Live chat accounts integrated with Support create tickets with the text Via chat under the subject line of the ticket. This is true for tickets created from missed chats.

In the creation event of the ticket, you can also find this information:

• The URL of the visitor
• The IP address
• The timestamp for when the chat started
• The browser information
• The origin

Note: Zendesk only displays the information of the visitor if it's available or applicable from the location where the chat originated. If your visitor initiates the chat from a location that doesn't include origin or browser information, you might see null values for the visitor information instead.

Closed ticket

A ticket created as a follow-up has the text Via closed ticket under the ticket subject link.

Web Widget (Classic)

Tickets created from the Web Widget (Classic) have Via web widget under the ticket subject line.

In the creation event of the ticket, you can find the URL from which an end user submitted the ticket as well as the browser details of the requester.

API

A ticket created from an API integration or cURL call displays the text string via API under the ticket subject line.

Web form

If a ticket shows Via web form notated under the ticket subject line, it uses one of your ticket forms. This means that an agent could have created the ticket within Support or that an end user submitted it from the help center.

Help center

If an end user submitted a ticket through Guide, you'll see Via Help Center notated under the ticket subject line.

System

If a ticket is created from a web application that's connected to Zendesk, such as a custom app, you'll see Via System notated under the ticket subject line.

Facebook

Tickets created from Facebook posts show Via Facebook under the ticket subject. You'll also see the Facebook page name notated in the creation event.

Tickets created from direct message or Messenger from Facebook show Via Facebook Messenger under the ticket subject line and in the creation event.

Note: If you have an Agent Workspace account the appearance of Facebook tickets is different from the standard agent interface. For more information, see:

• About the Zendesk Agent Workspace
• Setting up your Facebook channel (standard agent interface)

Talk and Text

If phone call crated a ticket, a support number tied to the support account displays under the ticket subject line. Via incoming phone call indicated that the call was inbound. Other notes will display whether the call was outbound, inbound, and the timestamp of the call.

If a voicemail created a ticket, you'll see the text Via voicemail in the title or ticket subject.

Text tickets have a message icon noted next to the subject line in the ticket and the text Via SMS.

Mobile support app

Tickets created from the mobile support app will have either Zendesk for iPhone or Zendesk for Android in the creation event of the ticket.

X Corp

Tickets created from X Corp have the X Corp icon along with the account's X Corp name in the creation event. Tickets'll also show Via X Corp or Via X Corp Direct Message.

Instagram

Tickets created from Instagram have the Instagram icon and'll show Via Instagram Direct under the ticket subject.

Web and mobile messaging

Tickets created through the Web Widget display the text Via messaging under the subject line.

Other social messaging channels

Tickets created from other social messaging channels such as WhatsApp have a reply box specific to their channel and via 'channel' underneath the ticket comment from the end user.

For more information, see Using social messaging channels (standard agent interface).

In addition to the information visible in the agent interface, you can view this information through the API. To learn more, see the developer documentation.

Sunshine Conversations API

Tickets created from your integrated Sunshine Conversation channels show Via Sunshine Conversations API notated under the ticket subject line and messages from the end user.

For more information on Sunshine Conversations API, see What is Sunshine Conversations and how does it work?

Side conversation

Tickets created from side conversation child tickets show Via side conversation notated under the ticket subject line.