How was that ticket created?
If you have questions on how Zendesk defines channels, see the article: About Zendesk channels. For more information about reporting on these channels, see the article: Understanding ticket channels in Explore.
This article covers areas of the ticketing interface to review if a ticket was created through any of the below channels.
- Closed Ticket
- Web Widget (Classic)
- Support UI
- Help Center
- Talk and Text
- Mobile Support app
- Other social messaging channels
Under the ticket subject information, there's a section that lists the text Via and the support address that received the email.
If you use the Zendesk Agent Workspace, the ticket subject displays the text Via email underneath the subject.
If you change the ticket from the Conversations view to the Events view, you can see more of the routing information as well as a link to see the original email and its source information in the creation event of the ticket.
Live chat accounts integrated with the ticketing system create tickets with the text Via Chat under the subject line of the ticket. This holds true for tickets created from missed chats.
In the creation event of the ticket, you can also find the below information.
- The URL of the visitor.
- The IP address.
- The timestamp for when the chat started.
- The browser information.
- The origin.
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 where the ticket was submitted as well as the browser details of the requester.
A ticket created from an API integration or cUrl call displays the text string 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 ticketing platform, the ticket shows from Zendesk Support, as well as the name of the agent that created the ticket, under the ticket subject line. This applies to tickets created in Support using the standard Support interface.
The creation event also shows the browser information of the agent that submitted the ticket.
If a ticket was created by an agent within the ticketing platform using Agent workspaces, it shows Via System notated under the ticket subject line.
If a ticket was created by an end user through Guide, you will see Via Help Center notated under the ticket subject line.
If a ticket is created from a web application that is connected to Zendesk, such as a custom app, you will see Via System notated under the ticket subject line.
Tickets created from Facebook posts show Via 'your Facebook page name' under the ticket subject. You will also see the Facebook page name notated in the creation event.
Tickets created from Direct Message or Messenger from Facebook show Facebook Message under the ticket subject line and in the creation event.
Talk and Text
If a ticket is created from a phone call, a support number tied to the support account displays 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 from a voicemail, you will see the text Voicemail in the title or ticket subject.
Text tickets have a message icon noted next to the subject line in the ticket.
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.
Tickets created from Twitter have the Twitter icon along with the account's Twitter name in the creation event.
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 on identifying and managing social messaging tickets, see the article: Using social messaging channels (standard agent interface).
In addition to the information visible in the agent user interface, ticket channels can also be viewed using the API. To learn more about using our API, see the developer documentation.
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.
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.
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.
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!
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!
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!
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.
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.
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