How to set up a view for tickets generated from help center?
We've recently launched our KB (HC) and there's an option to "Submit a request" on the header.
On testing it, we saw that it goes to a web form and it generates tickets that we can only see if we use "View > All".
We want/need to create a view only for the tickets generated from the KB(HC)
We've tried several options on new view, including the obvious "Source > Help center". Nothing works!
We are using the Obscu template for our KB. Please advise how to set up a specific view for the submited requests from KB/generated tickets from KB. Thank you.
Hi stuuuped happy, have you tried using the condition "Channel is Web form" in the View? I'd also recommend creating a trigger to help separating inbound from outbound (created by agents) tickets, as the latter also share the same "Channel" value.
Let me know if that helps!
Olá Pedro, obrigado. Yes, I used that condition also and no joy. I can't really get my mind around it... makes me wonder what I'm doing wrong... Source and Channel does absolutely nothing :(
De nada! That's odd, that Channel should be enough. Just double-checked (in case something had changed regarding the Channel conditions) but all looks as expected:
So if you create a View with the conditions, for example, (1) Status less than Solved and (2) Channel is Web form (don't use any Type condition), do you confirm that it doesn't show anything?
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