You can identify the channel through which a Zendesk ticket was created by looking at the text under the ticket subject line. This text will indicate the channel, such as 'Via email', 'Via Chat', or 'Via Web Widget'.
Each channel has specific indicators. For example, tickets created via email will show 'Via email', while those from live chat will display 'Via Chat'. For a comprehensive list of channels and their indicators, you can refer to the originalZendesk article.
Tickets created via live chat in Zendesk include specific information under the ticket subject line, such as 'Via Chat'. Additionally, the creation event of the ticket provides details like the visitor's URL, IP address, timestamp of the chat,…
Tickets created from the Zendesk Web Widget (Classic) are identified by the text 'Via Web Widget' under the ticket subject line. In the creation event, you can also find the URL where the ticket was submitted and the browser details of the…
'Via System' indicates that a ticket was created from a web application connected to Zendesk, such as a custom app. This notation appears under the ticket subject line. If you see 'Via System' but don't use custom apps, it might be due to tickets…
Tickets created from Facebook are identified by the text 'Via [your Facebook page name]' under the ticket subject line. For tickets from Facebook Direct Message or Messenger, 'Facebook Message' is displayed. The creation event also notes the…
Tickets created via the Zendesk API display the text 'from Zendesk Support' under the ticket subject line. The creation event includes 'Web Service' and details like the coding language and IP address used to post the ticket. This information helps…
To view the original email for a ticket created by inbound email in Zendesk, click the options menu for the original email and select 'View original email'. This allows you to see the full content and details of the email that initiated the ticket,…
Tickets created from the Zendesk Mobile Support app are identified by the text 'Zendesk for iPhone' or 'Zendesk for Android' in the creation event. This helps in distinguishing tickets created via mobile devices from those created through other…