Which channel should I use for my trigger condition?

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. 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	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 the 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.

Note: The Get Satisfaction and Satisfaction Prediction ticket channels are no longer supported. These channels are removed from the table.

For more information, see the articles: