✔ Available
on
all subscriptions
| What | Ticket sources provide a way to
categorize tickets based on how
customers contact you. |
| Why |
|
| Who |
|
| When | As a customer care manager,
you want to group tickets by
source in order to identify
high volume points of
contact. |
| What | Ticket sources provide a way to
categorize tickets based on how
customers contact you. |
| Why |
|
| Who |
|
| When | As a customer care manager,
you want to group tickets by
source in order to identify
high volume points of
contact. |
Ticket sources
explained
Teamwork Desk creates four default ticket
sources. You can
utilize these ones (listed below) and
create your own
custom sources.
- Email
- Email
(Manual) This is the
system default ticket
source.
- Phone
- Docs
⚠️ Default
sources cannot be
edited or
deleted.
Create a custom
ticket source
- Click your profile image and
select Settings.
- Select the General tab.
- Choose Ticket Sources from the left navigation menu.
- Click Add source.
- Type the new source's name in the text field.
- Click Confirm.
The new source is added
to the
list of existing ticket
sources.
Assign a source
to
a ticket
- Select Tickets from
Teamwork Desk's main navigation
menu.
- Choose an inbox section
from the left navigation panel.
- Click a ticket subject to open that
individual ticket thread.
- Click the Source field in the Ticket Options panel on the ticket thread's right.
- Choose a source from the dropdown.
- Click Update.
View ticket
sources
Ticket sources can be viewed
from
site settings.
- Click your profile image and
select Settings.
- Select the General tab.
- Choose Ticket Sources from the left navigation menu.
Ticket sources are displayed
in a
table showing the following details
for
each source:
| Source
name | The source's
label |
| Created | The source's
creation
date |
| Inboxes | The
number of
inboxes
the source
is shared
with -
hover over
the count
to view
the
inboxes'
names |
| Last modified
by | Name and profile
image of the agent
who last updated
the source |
| Source
name | The source's
label |
| Created | The source's
creation
date |
| Inboxes | The
number of
inboxes
the source
is shared
with -
hover over
the count
to view
the
inboxes'
names |
| Last modified
by | Name and profile
image of the agent
who last updated
the source |
💡
Click a column
heading to sort
the sources alphabetically
based on that
column.
💡 Use
the search field to locate
specific sources by
name.
Reorder custom
ticket sources
Reorder ticket sources from site
settings.
- Click your profile image and
select Settings.
- Select
the General tab.
- Choose Ticket
Sources from
the left navigation menu.
- Click and hold the icon to the left of a source's name, then drag the source to a new position in the list.💡 The display order in the source settings also applies to other areas of Teamwork Desk where sources are listed, such as Individual ticket and filters.
Edit a custom ticket
source
Custom ticket sources are managed
from
site settings.
- Click your profile image and
select Settings.
- Select the General tab.
- Choose Ticket
Sources from
the left navigation menu.
- Hover over the relevant source.
- Click the pencil icon.
- Update the ticket source's text
label.
- Click Confirm to
save your
changes.
Delete a custom
source
Custom ticket sources can be deleted from
site settings.
- Click your profile image and
select Settings.
- Select the General tab.
- Choose Ticket
Sources from
the left navigation menu.
- Hover over the relevant source.
- Select the trash can.
- Click Delete in the confirmation window.
The ticket source is deleted
and
any tickets using the source are set
to
the system default ticket source
"Email
(Manual)".
Best
practices
- Meaningful sources: Use ticket
sources to map your company's internal
customer
contact paths.
- Keep it simple: Stick to key
sources that make sense for your customers
and the
kinds of contacts your team handles.