How was that ticket created?

<h2 id="01H7JHA3R88A59JMRRQD9BP1AY">Question</h2><p>How was that ticket created?</p><h2 id="01H7JHA3R8RYP2755FGSNY34CD">Answer</h2><p>If you have questions on how Zendesk defines channels, see <a href="https://support.zendesk.com/hc/en-us/articles/4408824097050-About-Zendesk-channels" target="_blank" rel="noopener noreferrer">About Zendesk channels</a>. For more information about reporting on these channels, see <a href="https://support.zendesk.com/hc/en-us/articles/4408836378394-Understanding-ticket-channels-in-Explore" target="_blank" rel="noopener noreferrer">Understanding ticket channels in Explore</a>.</p><p>This article covers areas of the ticket interface to review if an end user created a ticket through any of these channels.</p><div class="accordion"><p>Email</p></div><div class="panel">
<div><div class="note">
<span class="notetitle">Note:</span> <strong>Via Web</strong> refers to tickets created from an email response by an end user to a message sent by an agent from Zendesk. <strong>Via email</strong> doesn't appear on those specific tickets.</div></div>
<p>The ticket subject displays the text <strong>Via email</strong> underneath the subject of the email.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158331918106" alt="Ticket created via email" width="892" height="162"></p>
<p>To view the original email for a ticket created by inbound email:</p>
<ol>
<li data-list-item-id="edef82014b854e17d7c6612cee049952c">Select the options menu for the original email</li>
<li data-list-item-id="ee8d7bbc6affeefbf8a7ee8dd6010fd3a">Select <strong>View original email</strong>
</li>
</ol>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 1081/496; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158363621402" alt="View original email option" width="1081" height="496"></p>
<p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408832876442-Viewing-the-HTML-and-original-source-for-incoming-tickets" target="_blank" rel="noopener noreferrer">Viewing the HTML and original source for incoming tickets</a>.</p>
</div><div class="accordion"><p>Live chat</p></div><div class="panel">
<p>Live chat accounts integrated with Support create tickets with the text <strong>Via chat </strong>under the subject line of the ticket. This is true for tickets created from missed chats.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158331918234" alt="Ticket created via live chat" width="892" height="162"></p>
<p>In the creation event of the ticket, you can also find this information:</p>
<ul>
<li data-list-item-id="eaa7819a5dfef3968382b5f676fb821c1">The URL of the visitor</li>
<li data-list-item-id="e4c8836a4e60810692763802c303660b9">The IP address</li>
<li data-list-item-id="e3f2f8be52cd764368e0f78c926786e8d">The timestamp for when the chat started</li>
<li data-list-item-id="e8753805a1945cbd17dfaa8f1d7d9432d">The browser information</li>
<li data-list-item-id="edc23003c7a1a51893f59b0863d2d26c9">The origin</li>
</ul>
<div><div class="note">
<span class="notetitle">Note:</span> Zendesk only displays the information of the visitor if it's available or applicable from the location where the chat originated. If your visitor initiates the chat from a location that doesn't include origin or browser information, you might see null values for the visitor information instead.</div></div>
</div><div class="accordion"><p>Closed ticket</p></div><div class="panel">
<p>A ticket created as a <a href="https://support.zendesk.com/hc/en-us/articles/4408883882522-Creating-a-follow-up-for-a-closed-ticket" target="_blank" rel="noopener noreferrer">follow-up</a> has the text <strong>Via closed ticket</strong> under the ticket subject link.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158363621530" alt="Ticket created via closed ticket" width="892" height="162"></p>
</div><div class="accordion"><p>Web Widget (Classic)</p></div><div class="panel">
<p>Tickets created from the Web Widget (Classic) have <strong>Via web widget </strong>under the ticket subject line.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158331918362" alt="Ticket created via Web Widget (Classic)" width="892" height="162"></p>
<p>In the creation event of the ticket, you can find the URL from which an end user submitted the ticket as well as the browser details of the requester.</p>
</div><div class="accordion"><p>API</p></div><div class="panel">
<p>A ticket created from an API integration or cURL call displays the text string <strong>via API</strong> under the ticket subject line.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158331918490" alt="Ticket created via API" width="892" height="162"></p>
</div><div class="accordion"><p>Web form</p></div><div class="panel">
<p>If a ticket shows <strong>Via web form</strong> notated under the ticket subject line, it uses one of your ticket forms. This means that an agent could have created the ticket within Support or that an end user submitted it from the help center.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 1080/605; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158331918618" alt="Ticket created via web form" width="1080" height="605"></p>
</div><div class="accordion"><p>Help center</p></div><div class="panel">
<p>If an end user submitted a ticket through Guide, you'll see <strong>Via Help Center</strong> notated under the ticket subject line.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158363621658" alt="Ticket created via help center" width="892" height="162"></p>
</div><div class="accordion"><p>System</p></div><div class="panel">
<p>If a ticket is created from a web application that's connected to Zendesk, such as a custom app, you'll see <strong>Via System</strong> notated under the ticket subject line.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158331918746" alt="Ticket created via system, such as web or custom app" width="892" height="162"></p>
</div><div class="accordion"><p>Facebook</p></div><div class="panel">
<p>Tickets created from Facebook posts show <strong>Via Facebook</strong> under the ticket subject. You'll also see the Facebook page name notated in the creation event.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 1080/579; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158331918874" alt="Ticket created via Facebook page" width="1080" height="579"></p>
<p>Tickets created from direct message or Messenger from Facebook show <strong>Via Facebook Messenger</strong> under the ticket subject line and in the creation event.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158363621786" alt="Ticket created via Facebook messenger chat" width="892" height="162"></p>
<div><div class="note">
<p><span class="notetitle">Note:</span> If you have an Agent Workspace account the appearance of Facebook tickets is different from the standard agent interface. For more information, see:</p>
<ul>
<li data-list-item-id="e490965fcf88cd92e47a399935e77b093"><a href="https://support.zendesk.com/hc/en-us/articles/4408821259930-About-the-Zendesk-Agent-Workspace" target="_blank" rel="noopener noreferrer">About the Zendesk Agent Workspace</a></li>
<li data-list-item-id="e59f4f18e77020138b38e6852bd20852b"><a href="https://support.zendesk.com/hc/en-us/articles/4408835753370-Adding-Facebook-Messenger-channels-to-the-Zendesk-Agent-Workspace" target="_blank" rel="noopener noreferrer">Setting up your Facebook channel (standard agent interface)</a></li>
</ul>
</div></div>
</div><div class="accordion"><p>Talk and Text</p></div><div class="panel">
<p>If phone call crated a ticket, a support number tied to the support account displays under the ticket subject line. <strong>Via incoming phone call </strong>indicated<strong> </strong>that the call was inbound.<strong> </strong>Other notes will display whether the call was outbound, inbound, and the timestamp of the call.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158363621914" alt="Ticket created via incoming phone call" width="892" height="162"></p>
<p>If a voicemail created a ticket, you'll see the text <strong>Via</strong> <strong>voicemail</strong> in the title or ticket subject.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158363622042" alt="Ticket created via voicemail" width="892" height="162"></p>
<p>Text tickets have a message icon noted next to the subject line in the ticket and the text <strong>Via SMS</strong>.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158363622170" alt="Ticket created via text message or SMS" width="892" height="162"></p>
</div><div class="accordion"><p>Mobile support app</p></div><div class="panel">
<p>Tickets created from the mobile support app will have either <strong>Zendesk for iPhone</strong> or <strong>Zendesk for Android</strong> in the creation event of the ticket.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 1080/579; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158331919002" alt="Ticket created via mobile support app" width="1080" height="579"></p>
</div><div class="accordion"><p>X Corp</p></div><div class="panel">
<p>Tickets created from X Corp have the X Corp icon along with the account's X Corp name in the creation event. Tickets'll also show <strong>Via X Corp</strong> or <strong>Via X Corp Direct Message</strong>.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158331919130" alt="Ticket created via X Corp interactions" width="892" height="162"></p>
</div><div class="accordion"><p>Instagram</p></div><div class="panel">
<p>Tickets created from Instagram have the Instagram icon and'll show <strong>Via Instagram Direct</strong> under the ticket subject.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158331919258" alt="Ticket created via Instagram direct message" width="892" height="162"></p>
</div><div class="accordion"><p>Web and mobile messaging</p></div><div class="panel">
<p>Tickets created through the Web Widget display the text <strong>Via messaging</strong> under the subject line.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 1218/162; width: 74.29%;" src="https://support.zendesk.com/hc/article_attachments/11158363622298" alt="Ticket created via messaging" width="1218" height="162"></p>
</div><div class="accordion"><p>Other social messaging channels</p></div><div class="panel">
<p>Tickets created from other social messaging channels such as WhatsApp have a reply box specific to their channel and <strong>via</strong> 'channel' underneath the ticket comment from the end user.</p>
<p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408839412634-Using-social-messaging-channels-standard-agent-interface-#topic_u3s_pnx_lkb" target="_blank" rel="noopener noreferrer">Using social messaging channels (standard agent interface)</a>.</p>
<p>In addition to the information visible in the agent interface, you can view this information through the API. To learn more, see the <a href="https://developer.zendesk.com/documentation/" target="_blank" rel="noopener noreferrer">developer documentation</a>.</p>
</div><div class="accordion"><p>Sunshine Conversations API</p></div><div class="panel">
<p>Tickets created from your integrated Sunshine Conversation channels show <strong>Via Sunshine Conversations API</strong> notated under the ticket subject line and messages from the end user.</p>
<p>For more information on Sunshine Conversations API, see <a href="https://support.zendesk.com/hc/en-us/articles/6380323137306-What-is-Sunshine-Conversations-and-how-does-it-work" target="_blank" rel="noopener noreferrer">What is Sunshine Conversations and how does it work?</a></p>
</div><div class="accordion"><p>Side conversation</p></div><div class="panel">
<p>Tickets created from <a href="https://support.zendesk.com/hc/en-us/articles/4408836521498-Using-side-conversation-child-tickets" target="_blank" rel="noopener noreferrer">side conversation child tickets</a> show <strong>Via side conversation</strong> notated under the ticket subject line.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 892/162; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/11158331919386" alt="Ticket created via side conversation" width="892" height="162"></p>
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</style><div class="ai-only" aria-hidden="true"><details><summary> </summary><h2 id="h_01M0K1SK3AV9ENFP9B884YGRHZ">How do I know how a ticket was created in Support? How can I see where a ticket came from? How do I identify the channel of a ticket? What channel did a support request come from?</h2>
<p>To identify how a requester or team member created a ticket, review the channel notation displayed underneath the subject line or within the creation event in the ticket interface.</p>
<h2 id="h_01M0K1SK3AHWDR5321BNBFP072">How do I see the original email for an inbound email ticket? How can I view the raw HTML source of a customer email? Where do I find original email details on a ticket?</h2>
<p>To view the raw email details for an inbound request, follow these steps:</p>
<ol>
<li data-list-item-id="e76ca5513ae30af9579d25b89979fa359">Select the options menu on the original message comment.</li>
<li data-list-item-id="e6abdcb40b1d7611c5092beaf1a654d19">Select <strong>View original email</strong>.</li>
</ol>
<h2 id="h_01M0K1SK3A9D921KRA8EWPJ3PM">Can I see the browser details and IP address of a requester on a live chat ticket? Does a live chat ticket store visitor location details?</h2>
<p>Yes. The creation event of a live chat ticket records the visitor URL, IP address, timestamp, browser details, and origin if available from the visitor location.</p>
<h2 id="h_01M0K1SK3AYE41X6B5E2ZXV4CT">Does Zendesk display visitor browser information if the location hides it? Will visitor details show if the chat origin is missing?</h2>
<p>No. If a visitor initiates a chat from a location that does not include origin or browser data, Support displays null values for those visitor details.</p>
<h2 id="h_01M0K1SK3AN2X2XQQZ9CE7GNF4">Does the agent interface look different for Facebook tickets when using Agent Workspace? Is Facebook ticket appearance different in the standard agent interface compared to Agent Workspace?</h2>
<p>Yes. If you use an Agent Workspace account, Facebook tickets display differently compared to the standard agent interface.</p>
<h2 id="h_01M0K1SK3ATDAKENPSXXNMHD29">Can I view ticket channel information through the API? Is channel data accessible in developer documentation?</h2>
<p>Yes. You can access and view ticket channel creation details through the API.</p>
<h2 id="h_01M0K1SK3AVXYRMQ54HP4J1JKM">What does "Via email" mean on a ticket? What does "Via web form" mean on a ticket? What does "Via closed ticket" mean on a ticket?</h2>
<p>Channel notations under the ticket subject line indicate the exact source of creation. "Via email" indicates an inbound email, "Via web form" means an end user or agent submitted a ticket form, and "Via closed ticket" indicates a follow-up request.</p>
<h2 id="h_01M0K1SK3AWT3KZZE24Y275E22">What does "Via web widget" mean on a ticket? What does "Via API" mean on a ticket? What does "Via Help Center" mean on a ticket?</h2>
<p>These notations show the ticket origin. "Via web widget" indicates submission through the Web Widget (Classic), "Via API" indicates creation via an API integration or cURL call, and "Via Help Center" shows an end user submitted the request through Guide.</p>
<h2 id="h_01M0K1SK3ASWXGD1H3CPKTCGDC">What does "Via System" mean on a ticket? What does "Via Facebook" mean on a ticket? What does "Via Facebook Messenger" mean on a ticket?</h2>
<p>These notations identify external ticket sources. "Via System" indicates creation from an integrated web application or custom app, "Via Facebook" means creation from a Facebook post, and "Via Facebook Messenger" indicates a direct message.</p>
<h2 id="h_01M0K1SK3AV1RH2HTNJMJ17TX2">What does "Via incoming phone call" mean on a ticket? What does "Via voicemail" mean on a ticket? What does "Via SMS" mean on a ticket?</h2>
<p>These labels indicate Talk and Text channels. "Via incoming phone call" indicates an inbound call to a support number, "Via voicemail" shows a recorded phone message, and "Via SMS" indicates a text message.</p>
<h2 id="h_01M0K1SK3AXESQ7MW2RSY2NP1R">What does "Via mobile" mean on a ticket? What does "Via X Corp" mean on a ticket? What does "Via Instagram Direct" mean on a ticket?</h2>
<p>These notations identify mobile and social media sources. "Via mobile" indicates creation from the mobile support app, "Via X Corp" indicates a post or direct message on X Corp, and "Via Instagram Direct" shows an Instagram direct message.</p>
<h2 id="h_01M0K1SK3APSFDWAW41NCB6T2J">What does "Via messaging" mean on a ticket? What does "Via Sunshine Conversations API" mean on a ticket? What does "Via side conversation" mean on a ticket?</h2>
<p>These labels show modern channel sources. "Via messaging" indicates a request submitted through the Web Widget, "Via Sunshine Conversations API" shows an integrated Sunshine Conversations channel, and "Via side conversation" indicates a child ticket created from a side conversation.</p></details></div>