Understanding ticket channels in Explore

<body>
<p id="docs-hc-snippet" style="display: none;">In Explore, you can create reports based on the channel by which a ticket was created or updated.Channelsare the means by which your customers create support requests and how you engage with them.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can create reports to track how tickets are created and updated across various channels like email, chat, social media, and API. This helps you understand customer interactions and manage support requests from multiple sources, including messaging apps, phone calls, and web forms. Reporting on ticket and update channels provides insights into the origins and handling of support tickets for better team management.</p>
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<div class="body">

<p class="p" dir="ltr">In Explore, you can create reports based on the channel by which a ticket was
created or updated. <em class="ph i">Channels</em> are the means by which your customers create support
requests and how you engage with them.</p>
<p class="p" dir="ltr">Use this article to learn how to report on channels in Explore. To learn more
about channels in general, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk channels</a>.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="Explore_ticket_channels__ul_yzf_p1x_s3c">
<li class="li"><a class="xref" href="#topic_nml_q1x_s3c">Viewing ticket channels in Explore</a></li>
<li class="li"><a class="xref" href="#topic_xp5_q1x_s3c">Ticket channel attribute values</a></li>
<li class="li"><a class="xref" href="#topic_e4v_51x_s3c">Update channel attribute values</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_nml_q1x_s3c">
<h2 class="title topictitle2" id="ariaid-title2">Viewing ticket channels in Explore</h2>
<div class="body">
<p class="p" dir="ltr">You can create a report to see which channels have been used to create or
update tickets and the number of tickets assigned to each channel.</p>
<p class="p" dir="ltr"><strong class="ph b">To view your ticket channels</strong></p>
<ol class="ol" id="topic_nml_q1x_s3c__ol_a1g_p1x_s3c">
<li class="li" dir="ltr">In Explore, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">create a report</a> in the <strong class="ph b">Support -
Updates history</strong> dataset.</li>
<li class="li" dir="ltr">In the <strong class="ph b">Metrics</strong> panel, add the <strong class="ph b">Tickets updated</strong>
metric.</li>
<li class="li" dir="ltr">In the <strong class="ph b">Rows</strong> panel, add the following attributes:<ul class="ul" id="topic_nml_q1x_s3c__ul_b1g_p1x_s3c">
<li class="li" dir="ltr">
<strong class="ph b">Ticket channel</strong>: The channel by which a ticket was
created.</li>
<li class="li" dir="ltr">
<strong class="ph b">Update channel</strong>: The channel by which a ticket was
updated.</li>
</ul>
</li>
</ol>
<p class="p" dir="ltr">You'll see a table that looks similar to the example below. The specific
channels you see will depend on the channels you have installed. For example, if you
haven't set up Facebook integration with Zendesk Support, you won't see the Facebook
channel.</p>
<p class="p"><img class="image" id="topic_nml_q1x_s3c__image_tyr_qbx_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_channels_150.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xp5_q1x_s3c">
<h2 class="title topictitle2" id="ariaid-title3">Ticket channel attribute values</h2>
<div class="body">
<p class="p" dir="ltr">The following values are available with the <strong class="ph b">Ticket channel</strong>
attribute.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_xp5_q1x_s3c__table_d1g_p1x_s3c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Channel name</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Answer Bot for Web Widget</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets created from Answer Bot's Article
Recommendations feature in the Web Widget (Classic) that led to a
ticket being solved.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Any channel</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets created from third-party Zendesk
integrations.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Api</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets generated or updated from the Zendesk API, for
example:<ul class="ul" id="topic_xp5_q1x_s3c__ul_e1g_p1x_s3c">
<li class="li" dir="ltr">API phone call inbound</li>
<li class="li" dir="ltr">Web service</li>
<li class="li" dir="ltr">Ticket sharing</li>
<li class="li" dir="ltr">Group change</li>
<li class="li" dir="ltr">Linked problem</li>
<li class="li" dir="ltr">Rule</li>
<li class="li" dir="ltr">User change</li>
<li class="li" dir="ltr">Merge</li>
</ul>
<p class="p" dir="ltr">Corresponds to the <strong class="ph b">Web service (API)</strong>
channel in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Chat</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets created from a Zendesk Chat session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Email</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets created from an email request.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Facebook</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets created from Facebook posts and messages.<p class="p" dir="ltr">Corresponds to the <strong class="ph b">Facebook message</strong> and <strong class="ph b">Facebook
post</strong> channels in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Forum</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets created from a community post.<p class="p" dir="ltr">Corresponds to
the <strong class="ph b">Forum topic</strong> channel in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Help Center</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets created from a community post in the help center.<p class="p" dir="ltr">Corresponds to the <strong class="ph b">Help center post</strong> channel in
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Messaging</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets created from a web messaging conversation. For
more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846454682" target="_blank">About messaging</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Mobile</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets created from a Zendesk mobile app.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Mobile SDK</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets created from a custom app using the Zendesk
Mobile SDK.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">rule</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets created, updated, or assigned through a system process
governed by Zendesk’s inborn rules (such as ticket assignments,
status changes, or mandatory fields).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Sample ticket</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Typically refers to sample tickets included with new accounts and
some new features.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Side conversation</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets or communications within a ticket that originate from, or
is associated with, a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844206746" target="_blank">side conversation</a>. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">SMS</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets created from a text message.<p class="p" dir="ltr">Corresponds to
the <strong class="ph b">Text</strong> channel in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">System</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets created by Zendesk Support. Examples include
tickets created by importing from another application.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Twitter</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets created from an X Corp (formerly Twitter) mention, DM, or
like.<p class="p" dir="ltr">Corresponds to the <strong class="ph b">Twitter</strong>, <strong class="ph b">Twitter
DM</strong>, and <strong class="ph b">Twitter Like</strong> channels in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Voice</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets created from Zendesk Talk calls and voicemails.<p class="p" dir="ltr">Corresponds to the <strong class="ph b">Phone call (incoming)</strong>,
<strong class="ph b">Phone call (outgoing)</strong>, and <strong class="ph b">Voicemail</strong> channels
in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Web</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets created from a Support web form, the Support agent
interface (created by an agent), or the Web Widget.<p class="p" dir="ltr">For
the <strong class="ph b">Ticket channel</strong> attribute in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594" target="_blank">Support datasets</a>,
follow-up tickets are also shown in this channel regardless of
how they are created. (The <strong class="ph b">Update channel</strong> attribute in
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support#topic_zdl_flq_4y" target="_blank">Updates history
dataset</a> can return a value of <strong class="ph b">Closed
ticket</strong>.)</p>
<p class="p" dir="ltr">Corresponds to the <strong class="ph b">Web form</strong>
and <strong class="ph b">Web Widget</strong> channels in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">
<ul class="ul" id="topic_xp5_q1x_s3c__ul_f1g_p1x_s3c">
<li class="li" dir="ltr">WhatsApp</li>
<li class="li" dir="ltr">LINE</li>
<li class="li" dir="ltr">WeChat</li>
<li class="li" dir="ltr">Facebook Messenger</li>
<li class="li" dir="ltr">Twitter Direct Message</li>
</ul>
</td>
<td class="entry cellrowborder" style="vertical-align:top;">If you're using the Zendesk Agent Workspace and add a social
messaging channel, these appear as ticket channels you can use in
your Explore reports.<p class="p" dir="ltr">If you're not using the agent
workspace, you can use tags associated with each channel in your
reports. For help, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838593690" target="_blank">Monitoring your social media
channels</a>.</p>
<p class="p" dir="ltr">Corresponds to the
<strong class="ph b">Social messaging</strong> channel in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_e4v_51x_s3c">
<h2 class="title topictitle2" id="ariaid-title4">Update channel attribute values</h2>
<div class="body">
<p class="p" dir="ltr">The following values are available with the <strong class="ph b">Update channel</strong>
attribute.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_e4v_51x_s3c__table_qsc_x1x_s3c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Channel name</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Answer Bot for Web Widget</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets updated by Answer Bot's Article Recommendations
feature in the Web Widget (Classic).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Any Channel</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets updated by third-party Zendesk
integrations.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">API Phone call inbound</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets updated by</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Batch</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets updated by a system automation that auto-closes
tickets.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Chat</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets updated by a Zendesk Chat session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Chat Transcript</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets created from a live chat conversation where the
transcript (full record of the chat) is included in the ticket. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Closed Ticket</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets updated by replying to closed tickets, also known as
follow-up tickets.<p class="p" dir="ltr">This channel value can be returned in
Explore only for the <strong class="ph b">Update channel</strong> attribute in the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support#topic_zdl_flq_4y" target="_blank">Updates history
dataset</a>. (The <strong class="ph b">Ticket channel</strong> attribute in the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594" target="_blank">Support datasets</a>
returns a value of <strong class="ph b">Web</strong> for all follow-up
tickets.)</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Facebook Message</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets updated by Facebook messages.<p class="p" dir="ltr">Corresponds to
the <strong class="ph b">Facebook message</strong> channels in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Facebook Post</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets updated by Facebook posts.<p class="p" dir="ltr">Corresponds to the
<strong class="ph b">Facebook post</strong> channels in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Group change</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets that were reassigned from one group to
another.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Group deletion</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets updated as a result of their group being
deleted from your Zendesk account.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">HelpCenter</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets updated by a community post in the help center.<p class="p" dir="ltr">Corresponds to the <strong class="ph b">Help center post</strong> channel in
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Linked problem</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets (typically of Type “Incident”) that are
associated or linked to a “Problem” ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Mail</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets updated by an email request.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Merge</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets that have been closed and combined into another
ticket through the merge process. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Mobile</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets updated by a Zendesk mobile app.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Mobile SDK</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets updated by a custom app using the Zendesk
Mobile SDK.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Native Messaging</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets created through Zendesk messaging including the
messaging Web Widget, mobile SDKs, AI agents, and bot or API
integrations. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Phone call inbound</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets updated by incoming phone calls using Zendesk
Voice.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Phone call outbound</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets updated by outgoing phone calls using Zendesk
Voice.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Rule</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets updated by a system process governed by inborn
rules (such as ticket assignments, status changes, or mandatory
fields).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Sample Interactive Ticket</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Typically refers to sample tickets included with new
accounts to showcase AI features.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Sample Ticket</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Typically refers to sample tickets included with new
accounts and some new features.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Satisfaction prediction</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets that have been evaluated by Zendesk’s machine
learning model to predict the likelihood of receiving a good or bad
customer satisfaction (CSAT) rating. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Side Conversation</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets or communications within a ticket that
originate from, or is associated with, a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844206746" target="_blank">side conversation</a>. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">SLA</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets matched by an active SLA policy. Only tickets
that meet the conditions you set within your SLA rules will have an
active SLA and be tracked accordingly. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Sms</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets updated by a text message.<p class="p" dir="ltr">Corresponds to the
<strong class="ph b">Text</strong> channel in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Sunshine Conversations Facebook Messenger</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets created from a conversation that originated on
Facebook Messenger, integrated into Zendesk via the Sunshine
Conversations (SunCo) platform. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket Sharing</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets created or updated through the ticket sharing
feature, which allows tickets to be shared and synchronized between
different Zendesk Support accounts </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Twitter</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets updated by a Twitter mention or like.<p class="p" dir="ltr">Corresponds to the <strong class="ph b">Twitter</strong> and <strong class="ph b">Twitter Like</strong>
channels in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Twitter DM</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets updated by an X Corp (formerly Twitter) DM.<p class="p" dir="ltr">Corresponds to the <strong class="ph b">Twitter DM</strong> channels in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">User change</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets with a significant change related to the user
associated with the ticket; most commonly, a change in the ticket’s
requester (the person who submitted the ticket) or another update to
the user profile linked to the ticket. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Voicemail</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets created when a Talk voicemail is left.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Web form</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets updated by a Support web form or the Support agent
interface (created by an agent).<p class="p" dir="ltr">Corresponds to the
<strong class="ph b">Web form</strong> channel in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Web service</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Tickets created or updated through the Zendesk API. This includes
tickets generated by any integration, app, or external system that
connects to Zendesk using the API, such as custom automations,
webhooks, or third-party tools. </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Web Widget</td>
<td class="entry cellrowborder" style="vertical-align:top;">Tickets updated by the Web Widget.<p class="p" dir="ltr">Corresponds to the
<strong class="ph b">Web Widget</strong> channel in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk
channels</a>.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
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