Ticket Sources and Ticket Generators

Ticket Sources is the list of "where did this come from" values used for filtering and reporting. Built-in channels cannot be renamed or deleted. Add Source creates your own, such as Phone or Storefront. Each source has a colour band, can be deactivated, and custom ones can be deleted; existing tickets keep their historical value.

Ticket Generators handles forwarded email. When someone forwards a customer's message to a support mailbox, the Help Desk opens the ticket against the customer who originally wrote it and records the forwarder in an internal note. Every portal user is a generator automatically; Turn off any whose forwards should be treated as ordinary email. Additional addresses lets you trust mailboxes that are not portal users. Only add addresses you control.