How was that ticket created?

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6 Comments

  • Gavin・ギャビン

    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.

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  • 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. 
     
    Thanks!
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  • 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.

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  • 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!
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  • 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 created...am I understanding this correctly? Thank you!

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  • 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!

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