Designation for Agent Created Tickets for Channel


  • Pedro Rodrigues
    Community Moderator

    Hi Alek J Reed, on the Support side of things you can create a custom field as a ticket attribute (e.g. a drop-down named "Proactive Ticket" with options 'Inbound' and 'Outbound'; or a simple checkbox).

    Afterwards, create a trigger to identify all tickets created by agents (or whenever the current user isn't an end user). Check an example trigger in part 1.1 here.

    You can then add your custom field as a column in Views.

    Hope this helps!


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