VIA_CHANNEL Phone call and webform tickets are combined
Right now VIA_CHANNEL groups both phone call tickets and web form tickets together under the label "API". These should be separated so we can properly categorize ticket types.
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Hi Ryan,
I always create a custom channel field and use triggers to the values, this way I can have more granularity on the sources using the API to create tickets, and use this for routing and reporting etc.
I never add the custom field to a form, it is just being populated in the background at ticket creation.
I hope this helps, let me know if you would be interested in more specific instructions.
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