How was that ticket created?

Question

How was that ticket created?

Answer

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.

• Email
• Chat
• Closed Ticket
• Web Widget (Classic)
• API
• Support UI
• Help Center
• System
• Facebook
• Talk and Text
• Mobile Support app
• Twitter
• Other social messaging channels

Email

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.

Note: On May 9, 2023, Zendesk is introducing a 365-day limit for retaining original emails for tickets. After 365 days, the View original email option won't be available. For more information, see this article: Announcing a 365-day limit for View Original Email.

Live chat

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.

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 may 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 where the ticket was submitted as well as the browser details of the requester.

API

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.

Support UI

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. 

Help center

If a ticket was created by an end user through Guide, you will see Via Help Center notated under the ticket subject line.

System

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. 

Facebook

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.

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

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

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.

Twitter

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.