I'm trying to get a sense how many people are using a web-widget integration of our Ticket forms rather than going to our instance website and using the forms there. I can't seem to fin a breakdown further than just whether the Ticket channel was "Web" or "email". Is there something I'm not querying?
Data on Widget Usage
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Hi Laura,
You are correct, "Ticket Channel" doesn't allow you to report as granularly as you may want, especially "Web" which contains both webform (Guide), ticket form (Support), and Web widget.
To report more detailed, I have created a custom channel field and set up triggers to set the proper values when tickets are created. You can basically copy the values from the "Channel" options as shown.
You would need a trigger for each channel you'd want to report on, the custom channel field doesn't need to be added to the ticket form to work for this purpose.
Below is an example of such a trigger. Hope this helps you out.
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