You can filter a ticket list by how each ticket was created, for example through the Help Center or by email. Use the ticket.creation_system field in FQL.

Before you start

• You need to be able to create or edit a ticket list that uses FQL.

• Your FQL query must include the ticket status as well as the creation system.

Filter a list by creation system

1. Open the list you want to filter, or create a new one.

2. Enter an FQL query that includes ticket.status and ticket.creation_system. For example, to show open tickets that users created in the Help Center:

ticket.status IN ('awaiting_agent') AND ticket.creation_system IN ('web.person.portal')

To include tickets that agents created in the agent interface too, add a second value:

ticket.status IN ('awaiting_agent') AND ticket.creation_system IN ('web.person.portal', 'web.agent.portal')

💡 Note: You can add more statuses, for example ticket.status IN ('awaiting_agent', 'awaiting_user').

Creation system values

• web.person.portal: created by a user in the Help Center

• web.agent.portal: created by an agent in the agent interface

• gateway.person: created by a user by email

• gateway.agent: created by an agent by email, for example by forwarding

• web.api: created through the API

The same field is available in reports as tickets.creation_system.