Why It Matters
Tracking exactly how a ticket entered your system (via email, portal, Teams, or walk-up) helps you understand user behavior. This data allows you to optimize your support channels and automate routing differently based on the ticket’s origin.
How to Set It Up
- Access the Dropdowns: Log into your ITSM workspace and navigate to Setup → Dropdowns → Assistance → Request sources to manage how intake channels are labeled.
- Create a Source: To create a brand-new tracking label, click the New Request Source button. Enter a Name (e.g., “Walk-up”) and ensure the Active toggle is set to “Yes.”
- Define Default Behaviors: Use the remaining toggles to define how this source behaves—such as making it the “Default for tickets” or “Default for followups”—and choose whether it remains visible on the main ticket interface.
- Save and Apply: Once saved, the system or your agents can actively stamp this source onto incoming requests.
Next Steps
Create a quick routing workflow that assigns tickets with a specific request source (like “Email”) to a designated triage queue. After a few weeks, check your custom reports to see which communication channels your employees utilize the most.
