How was that ticket created?

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  • Gavin

    We don't have any custom apps creating tickets, and yet we see "via system" on many tickets.  What could be causing this?  I've submitted a support ticket, but surely we're not the only ones experiencing this.

  • Brett Bowser
    Zendesk Community Manager
    Hey Gavin,
    It looks like one of our Customer Care agents followed up with you to gather more information. They'll continue working with you there to get your questions answered. 
  • Junhui Qu

    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.

  • Gabriel
    Zendesk Customer Care
    Hello Junhui,

    I hope all is well! For tickets created proactively and raised via a web form (help center), the channel in the ticket will show as a system but counted as via web in reports and ticket audits. I would say your best option is to look into those tickets in Explore moving forward. 
    I hope this helps!
  • 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 I understanding this correctly? Thank you!

  • Elaine
    Zendesk Customer Care

    Hi Junhui,

    If you are currently not using any support web form or the web widget from your help center, then yes, it is safe to say that tickets showing "via System" in Support and showing "Web" in Explore are tickets created by your agents within the Support agent interface as mentioned in the article Understanding ticket channels in Explore - Support channels in Explore. Hope this clarifies further! Stay safe!

  • Eli Phillips

    Is there any way to use these creation channels in triggers? We need to sort tickets created by agents from tickets created by users to stop agent-created tickets from enrolling in other routing triggers. "Support UI" is not currently listed in the "channel" options in the trigger conditions.

  • Dave Dyson
    Hi Eli -
    You can combine Ticket is Created along with either Current user is (agent) or Current user is (end-user) depending on your needs, in triggers to separate tickets created by agents from those created by users.
  • Iva

    Why am I getting this message on a ticket sent from a signed in user? I tested this on my own and I was signed in as a user, sent a request via web widget and got this:

  • Dane
    Zendesk Engineering
    Hi Iva,

    It seems that you are signed in only on the Help Center. Please take note that user signing in on the Help Center will only be authenticated for Guide and not the web widget. You will need to implement JWT authentication for your widget

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