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Differentiate Ticket Source via Support Portal vs Agent Portal

  • November 7, 2024
  • 3 replies
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M
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Hi Everyone,

Has anyone figured out a reliable way to differentiate the default Ticket Source for Tickets logged via the Support Portal and those logged via the Agent Portal?

The Scenario: A Ticket is logged by a Requester via the Support Portal / A Ticket is logged by an Agent via the Agent Portal

The Outcome: The Ticket Source is set to ‘Portal’ by default

The Problem: Workflows which target Tickets of Source ‘Portal’ can trigger on Tickets (and Child Tickets) logged by Agents if the ‘Source’ is ‘Portal’ when you would not want them to.  Meanwhile, Tickets logged by Requesters can potentially trigger Workflows which were intended for Agent user. This necessitates some very careful workarounds.

Best answer by bzentner

Create a new value in the Source field for Agents called “Agent Created” (or whatever you want), make it the first value in the list...the Customer portals set themselves to Portal and when an agent hits the New Ticket button, it will default to “Agent Created”. Then you have 2 completely different values as criteria for your Workflow Automations.

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3 replies

Jeff_MCFC
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  • Jeff_MCFC
  • Community Debut
  • 13 replies
  • November 14, 2024

For the workflow(s) in question, would changing the “These events can be performed by“ field to ‘Requester’ or ‘Agent’ on the Event node prevent the workflow from triggering when you don’t want it to?

 

B
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  • bzentner
  • Skilled Expert
  • 6 replies
  • Answer
  • November 20, 2024

Create a new value in the Source field for Agents called “Agent Created” (or whatever you want), make it the first value in the list...the Customer portals set themselves to Portal and when an agent hits the New Ticket button, it will default to “Agent Created”. Then you have 2 completely different values as criteria for your Workflow Automations.

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beckyricee
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  • beckyricee
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  • 10 replies
  • March 5, 2025

The Support Portal primarily allows users to submit tickets and track issues independently, focusing on self-service and user-driven support. In contrast, the Agent Portal enables customer support agents to manage and resolve tickets, often offering more advanced tools and controls for case handling. The IDME portal integrates with these systems, providing secure verification for users.

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