Support Web Form and Widget should be separate Channels in Explore
Lumping the Support Web Form and Web Widget into the same channel (Web) in Explore is not ideal. They're distinctly different ways of getting in touch. You've separated out Mobile and Mobile SDK (source)—I would think Web and Web Widget would be a similar case.
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I completely agree that it is not helpful to have the two together.
I hope this gets planned soon.
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Hi Elizabeth and Sarah,
We can separate the Web Channel into more granular channels using the Update Channel under the Support: Ticket updates dataset:
The configuration above should show us all the tickets that were created via Web Widget, Web Form and Web Service, respectively.
Hope this helps - feel free to give it a try and let us know how it works out (:
Cheers,
Eric
Eric G. Gao | Technical Support Engineer | Support@Zendesk.com
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