Question

How do I set up a trigger that targets tickets created from a channel? Which channel should I use for the trigger condition?

Answer

When you set up a trigger condition based on the ticket channel, you see many options in the dropdown menu.

Ticket channel condition in triggers.png

The table below describes the sources of the tickets for each option under the Ticket > Channel condition.

Channels Ticket trigger condition Description
Email
  • Email
 Tickets that you receive from your support email addresses.
Help center and community
  • Help center post
  • Forum topic (deprecated)
 Tickets that are created from comments in a help center article or community post.
Web and messaging
  • Web form
  • Messaging
 Tickets that come from a Support web form, the Support agent interface, or Web Widget messaging.
Web Widget (Classic)
  • Web Widget
  • Answer Bot for Web Widget
 Tickets that are created from a conversation in the Web Widget (Classic).

Solved tickets that are created when a user confirms that the article recommendations answered their question.
Live Chat
  • Chat
  • Chat Transcript
 Tickets that are created after a chat session and chat transcripts appended to tickets.
Social messaging
  • X Corp
  • X Corp DM
  • X Corp Like
  • X Corp Direct Message
  • Facebook Post
  • Facebook Private Message
  • Facebook Messenger
  • Instagram Direct
  • WeChat
  • LINE
  • WhatsApp
 Tickets that come from user interactions and messages on X (formerly Twitter), Facebook, Instagram, WeChat, LINE, and WhatsApp when you add a social messaging channel to your account.
Sunshine Conversations
  • Apple Messages for Business
  • Google RCS
  • Google's Business Messages
  • Messagebird SMS
  • Twilio SMS
  • Telegram
  • KakaoTalk
  • Viber
 Tickets that are created from channel integrations through the Sunshine Conversations API, such as over-the-top (OTT) messaging apps, and SMS through integrations with third parties like Twilio.
API
  • Web service (API)
  • Sunshine Conversations API
 Tickets generated or updated through API, such as the Zendesk API or the Sunshine Conversations API.
Text
  • Text
 Tickets that come from a text message or SMS.
Voice
  • Voicemail
  • Phone call (incoming)
  • Phone call (outgoing)
 Tickets that come from Zendesk Talk conversations with customers when agents are available, or voicemails left by customers when there is no agent available.
Computer telephony integration
  • CTI voicemail
  • CTI phone call (incoming)
  • CTI phone call (outgoing)
 Tickets created from a CTI with a third-party telephony system through the Talk Partner Edition Developer API.
Mobile
  • Mobile
 Tickets that are created from a Zendesk mobile app.
Mobile SDK
  • Mobile SDK
 Tickets that are generated from a custom app using the Zendesk Mobile SDK.
Support UI
  • Closed tickets
  • Ticket sharing
 Follow-up tickets that are created from closed tickets. New tickets are created when a customer replies to a closed ticket.

Tickets that are shared with another Support account. A shared ticket becomes a new ticket in the receiver's account.
Automations
  • Automation
 Tickets that are created from automations for time-based events.
Apps and integrations
  • Channel integrations
 Tickets that are created from channel integrations installed from the Zendesk Marketplace.
Side conversation
  • Side conversation
 Tickets created from side conversation child tickets.

For more information, see the articles:

  • About Zendesk channels
  • Understanding ticket channels in Explore
  • How was that ticket created?
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