Because it's a new data point, I am compiling a report to show that ticket email (received at) data is populating on ticket data in Explore. However, I've noticed that there are web channel tickets with a ticket email. I've spot checked a few of these tickets and confirmed that they were submitted via web, not a support email, and I don't understand why there would be a ticket email associated with a web channel ticket.
Generally speaking, in order to submit a request via the web form or web widget (the two methods that result in "Web" being specified as the ticket channel in Explore) requires that the user enter their email address, or that the user is already logged in, in which case their email address will be known from that.
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