[ITSM | How-to] Understanding Ticket Sources in AssetSonar ITSM

Why It Matters

Tracking exactly how a ticket entered your system helps you understand user behavior, optimize your support channels, and build channel-specific automation rules. Because AssetSonar ITSM automatically detects and labels these entry points, your reporting remains highly accurate as your ticket volume grows—without requiring any manual data entry or configuration from your agents.

How It Works

AssetSonar uses four standard, hardcoded ticket sources. Whenever a new request is generated, the system automatically stamps it with one of the following labels based on its origin:

• Agent (Manual): Automatically applied when an agent logs a ticket directly from the main workspace. This is typically used when agents field walk-in requests, take phone calls, or need to create a ticket on behalf of an employee.
• Employee Portal / Forms: Applied when an employee logs in and submits a structured service catalog form directly from the ITSM portal.
• Email: Applied when a user emails your official support address and the system seamlessly converts the message (and any attachments) into a new ticket. (Note: Email forwarding must be actively enabled in your core AssetSonar ITAM settings).
• Microsoft Teams: Applied when an employee interacts with the AssetSonar ITSM chatbot to create a ticket. These tickets remain linked to the original Teams conversation so users can receive and reply to real-time updates directly in their chat window.

Next Steps

Head over to the Workflow Automation Engine on the ITAM side to build a routing rule that assigns tickets differently based on their source (for example, dropping all “Email” tickets into a general triage queue). You can also run a Custom Report at the end of the month to see which communication channels your employees utilize the most.