We use the Proactive Tickets app to send out notifications. I'd like to be able to create a trigger that changes these to a specific form, rather than the default support form.
I am aware that you can use tags or the submitter's role, but both have consistency issues - tags are unreliable since they're manual, submitter role alone wouldn't differentiate creating via the app vs. the new ticket button.
I am hoping to use the creation method to build the trigger - for all tickets created using the Proactive Tickets app. When I pull the ticket data via API I'm looking at conflicting information about whether the ticket is web or API:
What data is "channel" actually referring to in Explore and does it match the "channel" identified in the agent workspace in ticket views?
I have a feeling that the pseudo conflict of the schema is actually indicating that the API was used via the web interface - which seems like it would be a pretty precise criteria for tickets created using the proactive tickets app.
How do you build a trigger that can capture tickets created by the proactive tickets app?