Determining the Source of a Ticket

Tickets can be created in the following ways:

• Manually, by a CommTrak user
• Manually, by a customer via the Customer Portal
• Automatically, via the Tickets From Emails feature

Although the creation-method for a Ticket is not explicitly evident, it can be deduced by checking the contents of various fields within the Ticket:

Instigator

The Instigator field will only contain a name if the Ticket was created manually, within CommTrak, by a staff member.

The following image indicates that the Ticket was manually created by the CommTrak user Kevin Green.

The Instigator field is hidden by default. To display the Instigator field (and other hidden fields), click the expandable area bar in the Ticket to expand the More Info section.

If the Instigator field is blank, the Ticket must have been created either via Tickets From Emails or the Customer Portal.

Tickets From Emails

If a Ticket has been created automatically, from an incoming customer email, the Original Customer Email icon is always displayed in the Description field, as highlighted in the following image:

In addition, the Description field displays the sender's details (visible in the previous image). Please note that the sender's details can be edited by a CommTrak user, so it is possible for the originating sender information to be removed. However, the original, unedited, email can always be obtained by clicking the Original Customer Email icon.

Customer Portal

If a Ticket has been created by a customer, via the Customer Portal, the Instigator field will be blank, and there will be no Original Customer Email icon in the Description field.