{"id":29821,"date":"2025-04-22T11:48:17","date_gmt":"2025-04-22T11:48:17","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&#038;p=29821"},"modified":"2026-04-28T10:13:12","modified_gmt":"2026-04-28T10:13:12","slug":"ticket-update-icons","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/ticket-update-icons\/","title":{"rendered":"Understanding ticket update and channel icons in Desk365"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"29821\" class=\"elementor elementor-29821\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f714bd7 e-flex e-con-boxed e-con e-parent\" data-id=\"f714bd7\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9ef078e elementor-widget elementor-widget-template\" data-id=\"9ef078e\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35544\" class=\"elementor elementor-35544\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00eb9f3 e-flex e-con-boxed e-con e-parent\" data-id=\"00eb9f3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c8b655 elementor-widget elementor-widget-html\" data-id=\"9c8b655\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Standard<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n  <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-25d82bb elementor-widget elementor-widget-text-editor\" data-id=\"25d82bb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Efficient customer support relies heavily on staying up to date with ticket activity. To assist support agents and teams in managing their workload more effectively, <\/span><span data-contrast=\"auto\">Desk365 utilizes a set of intuitive visual ticket update icons. These icons provide a clear and immediate understanding of the status of each ticket, <\/span><span data-contrast=\"auto\">indicating where attention is required and what actions have already been taken.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<br \/><br \/><\/span><span class=\"TextRun SCXW32912767 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW32912767 BCX0\">In addition, Desk365 also displays channel icons that\u00a0<\/span><span class=\"NormalTextRun SCXW32912767 BCX0\">indicate<\/span><span class=\"NormalTextRun SCXW32912767 BCX0\">\u00a0where each ticket originated from, giving agents more context while handling requests.<\/span><\/span><span class=\"EOP SCXW32912767 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Below is a detailed explanation of each icon you\u2019ll see in Desk365, and what it indicates:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4cc2d56 elementor-widget elementor-widget-heading\" data-id=\"4cc2d56\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Understanding the ticket update icons in Desk365 <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1256d20 elementor-widget elementor-widget-heading\" data-id=\"1256d20\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Purple ticket icon<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e16362 elementor-widget elementor-widget-image\" data-id=\"4e16362\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"145\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/icon-showing-new-ticket-has-come-in-desk365-helpdesk-1024x145.webp\" class=\"attachment-large size-large wp-image-36558\" alt=\"icon-showing-new-ticket-has-come-in-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/icon-showing-new-ticket-has-come-in-desk365-helpdesk-1024x145.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/icon-showing-new-ticket-has-come-in-desk365-helpdesk-300x43.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/icon-showing-new-ticket-has-come-in-desk365-helpdesk-768x109.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/icon-showing-new-ticket-has-come-in-desk365-helpdesk.webp 1246w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f9d3b5b elementor-widget elementor-widget-text-editor\" data-id=\"f9d3b5b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The purple ticket icon marks a new, unread ticket that hasn\u2019t yet received a response. These are fresh requests from customers, waiting to be picked up and handled.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li><b><span data-contrast=\"auto\">When to expect it:<\/span><\/b><span data-contrast=\"auto\"> When a new ticket is created and no one has responded yet.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">What it means:<\/span><\/b><span data-contrast=\"auto\"> Action is required, respond to initiate the conversation.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Use case:<\/span><\/b><span data-contrast=\"auto\"> Prioritize these tickets to maintain prompt response times.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a7f824a elementor-widget elementor-widget-heading\" data-id=\"a7f824a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Chat icon<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c4dd41 elementor-widget elementor-widget-image\" data-id=\"9c4dd41\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"145\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/icon-showing-customer-responded-desk365-helpdesk-1024x145.webp\" class=\"attachment-large size-large wp-image-36560\" alt=\"icon-showing-customer-responded-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/icon-showing-customer-responded-desk365-helpdesk-1024x145.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/icon-showing-customer-responded-desk365-helpdesk-300x43.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/icon-showing-customer-responded-desk365-helpdesk-768x109.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/icon-showing-customer-responded-desk365-helpdesk.webp 1239w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cb8f576 elementor-widget elementor-widget-text-editor\" data-id=\"cb8f576\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The chat icon indicates that <\/span><span data-contrast=\"auto\">the customer has responded following the last reply from the support team. This indicates that the ticket now requires further attention and a follow-up message.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li><b><span data-contrast=\"auto\">When it appears:<\/span><\/b><span data-contrast=\"auto\"> After the customer sends a new message in response to a previous reply from the support team.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Meaning:<\/span><\/b><span data-contrast=\"auto\"> Follow-up is necessary to continue the support conversation.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Best use case:<\/span><\/b><span data-contrast=\"auto\"> Helps in keeping ongoing conversations active and responsive until resolution.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c318455 e-flex e-con-boxed e-con e-parent\" data-id=\"c318455\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-74afb34 elementor-widget elementor-widget-heading\" data-id=\"74afb34\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Understanding channel icons in Desk365 <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-86ec8d7 elementor-widget elementor-widget-text-editor\" data-id=\"86ec8d7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Along with ticket update indicators, Desk365 also displays channel icons to show where each ticket originated from. This helps agents quickly understand the context of the request and respond accordingly.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Here\u2019s\u00a0what each channel icon\u00a0represents:<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-19b2a48 elementor-widget elementor-widget-heading\" data-id=\"19b2a48\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Support Portal<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8466cc0 elementor-widget elementor-widget-text-editor\" data-id=\"8466cc0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW250830797 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW250830797 BCX0\">Indicates<\/span><span class=\"NormalTextRun SCXW250830797 BCX0\">\u00a0that the ticket was created through the support portal by a user\u00a0<\/span><span class=\"NormalTextRun SCXW250830797 BCX0\">submitting<\/span><span class=\"NormalTextRun SCXW250830797 BCX0\">\u00a0a ticket form.<\/span><\/span><span class=\"EOP Selected SCXW250830797 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4eae145 elementor-widget elementor-widget-image\" data-id=\"4eae145\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"146\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/support-portal-channel-icon-1024x146.webp\" class=\"attachment-large size-large wp-image-36573\" alt=\"support-portal-channel-icon\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/support-portal-channel-icon-1024x146.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/support-portal-channel-icon-300x43.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/support-portal-channel-icon-768x109.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/support-portal-channel-icon.webp 1236w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aed3542 elementor-widget elementor-widget-heading\" data-id=\"aed3542\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Microsoft Teams<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4ee2bb9 elementor-widget elementor-widget-text-editor\" data-id=\"4ee2bb9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW65786884 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW65786884 BCX0\">Indicates<\/span><span class=\"NormalTextRun SCXW65786884 BCX0\">\u00a0that the ticket was created via Microsoft Teams Support Bot, typically through the Desk365 Bot.<\/span><\/span><span class=\"EOP SCXW65786884 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9a39310 elementor-widget elementor-widget-image\" data-id=\"9a39310\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"153\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/microsoft-teams-channel-icon-1024x153.webp\" class=\"attachment-large size-large wp-image-36574\" alt=\"microsoft-teams-channel-icon\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/microsoft-teams-channel-icon-1024x153.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/microsoft-teams-channel-icon-300x45.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/microsoft-teams-channel-icon-768x115.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/microsoft-teams-channel-icon.webp 1234w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6f096e6 elementor-widget elementor-widget-heading\" data-id=\"6f096e6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Email <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a12aab5 elementor-widget elementor-widget-text-editor\" data-id=\"a12aab5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW28284290 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW28284290 BCX0\">Shows that the ticket originated from an incoming email sent to your support email address.<\/span><\/span><span class=\"EOP SCXW28284290 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7859b30 elementor-widget elementor-widget-image\" data-id=\"7859b30\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"152\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/email-channel-icon-1024x152.webp\" class=\"attachment-large size-large wp-image-36575\" alt=\"email-channel-icon\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/email-channel-icon-1024x152.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/email-channel-icon-300x45.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/email-channel-icon-768x114.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/email-channel-icon.webp 1229w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2825524 elementor-widget elementor-widget-heading\" data-id=\"2825524\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">AI<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f06db6 elementor-widget elementor-widget-text-editor\" data-id=\"1f06db6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"NormalTextRun SCXW6154329 BCX0\">Represents<\/span><span class=\"NormalTextRun SCXW6154329 BCX0\">\u00a0tickets generated or initiated through interactions with the <a href=\"https:\/\/help.desk365.io\/en\/articles\/ai-agent-setup-guide\/\" target=\"_blank\" rel=\"noopener\">AI Agent<\/a>.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-277972e elementor-widget elementor-widget-image\" data-id=\"277972e\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"149\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/ai-chatbot-channel-icon-1024x149.webp\" class=\"attachment-large size-large wp-image-36579\" alt=\"ai-chatbot-channel-icon\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/ai-chatbot-channel-icon-1024x149.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/ai-chatbot-channel-icon-300x44.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/ai-chatbot-channel-icon-768x111.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/ai-chatbot-channel-icon.webp 1241w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d6863d elementor-widget elementor-widget-heading\" data-id=\"0d6863d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Phone <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ae8a944 elementor-widget elementor-widget-text-editor\" data-id=\"ae8a944\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW113906646 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW113906646 BCX0\">Represents<\/span><span class=\"NormalTextRun SCXW113906646 BCX0\">\u00a0tickets logged manually by agents from within the agent portal.<\/span><\/span><span class=\"EOP SCXW113906646 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0781e89 elementor-widget elementor-widget-image\" data-id=\"0781e89\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"147\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/phone-channel-icon-1024x147.webp\" class=\"attachment-large size-large wp-image-36577\" alt=\"phone-channel-icon\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/phone-channel-icon-1024x147.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/phone-channel-icon-300x43.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/phone-channel-icon-768x110.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/phone-channel-icon.webp 1237w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b82b7b2 elementor-widget elementor-widget-heading\" data-id=\"b82b7b2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Web Form <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-710cb47 elementor-widget elementor-widget-text-editor\" data-id=\"710cb47\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW26486745 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW26486745 BCX0\">Indicates<\/span><span class=\"NormalTextRun SCXW26486745 BCX0\">\u00a0that the ticket was\u00a0<\/span><span class=\"NormalTextRun SCXW26486745 BCX0\">submitted<\/span><span class=\"NormalTextRun SCXW26486745 BCX0\">\u00a0through a web form embedded on your website.<\/span><\/span><span class=\"EOP SCXW26486745 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d8489a9 elementor-widget elementor-widget-image\" data-id=\"d8489a9\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"151\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/web-form-channel-icon-1024x151.webp\" class=\"attachment-large size-large wp-image-36578\" alt=\"web-form-channel-icon\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/web-form-channel-icon-1024x151.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/web-form-channel-icon-300x44.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/web-form-channel-icon-768x113.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/web-form-channel-icon.webp 1229w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cb3025f elementor-widget elementor-widget-heading\" data-id=\"cb3025f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Web Widget <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a53760a elementor-widget elementor-widget-text-editor\" data-id=\"a53760a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW155377553 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW155377553 BCX0\">Indicates<\/span><span class=\"NormalTextRun SCXW155377553 BCX0\">\u00a0that the ticket was\u00a0<\/span><span class=\"NormalTextRun SCXW155377553 BCX0\">submitted<\/span><span class=\"NormalTextRun SCXW155377553 BCX0\">\u00a0through the embedded Desk365 web widget on your website, using the on-page contact form.<\/span><\/span><span class=\"EOP SCXW155377553 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22a03ee elementor-widget elementor-widget-image\" data-id=\"22a03ee\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"154\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/web-widget-channel-icon-1024x154.webp\" class=\"attachment-large size-large wp-image-36580\" alt=\"web-widget-channel-icon\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/web-widget-channel-icon-1024x154.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/web-widget-channel-icon-300x45.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/web-widget-channel-icon-768x115.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/web-widget-channel-icon.webp 1238w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8a457b9 elementor-widget elementor-widget-heading\" data-id=\"8a457b9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">API<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0ae90f2 elementor-widget elementor-widget-text-editor\" data-id=\"0ae90f2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW180549772 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW180549772 BCX0\">Shows that the ticket was created programmatically via API.<\/span><\/span><span class=\"EOP SCXW180549772 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a04bf1 elementor-widget elementor-widget-image\" data-id=\"0a04bf1\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"153\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/api-channel-icon-1024x153.webp\" class=\"attachment-large size-large wp-image-36576\" alt=\"api-channel-icon\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/api-channel-icon-1024x153.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/api-channel-icon-300x45.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/api-channel-icon-768x114.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/api-channel-icon.webp 1235w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3748bff e-flex e-con-boxed e-con e-parent\" data-id=\"3748bff\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4930eeb elementor-widget elementor-widget-text-editor\" data-id=\"4930eeb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW104576471 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW104576471 BCX0\">By understanding and <\/span><span class=\"NormalTextRun SCXW104576471 BCX0\">utilizing<\/span><span class=\"NormalTextRun SCXW104576471 BCX0\"> these <\/span><span class=\"NormalTextRun SCXW104576471 BCX0\">visual<\/span> <span class=\"NormalTextRun SCXW104576471 BCX0\">icons <\/span><span class=\"NormalTextRun SCXW104576471 BCX0\">effectively, support teams can stay organized, reduce response times, and <\/span><span class=\"NormalTextRun SCXW104576471 BCX0\">maintain<\/span><span class=\"NormalTextRun SCXW104576471 BCX0\"> a high standard of customer service. These indicators serve as a quick guide to assess ticket status and help ensure that no customer request goes unnoticed.<\/span><\/span><span class=\"EOP SCXW104576471 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":17830,"menu_order":2,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-29821","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/29821","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=29821"}],"version-history":[{"count":56,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/29821\/revisions"}],"predecessor-version":[{"id":36589,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/29821\/revisions\/36589"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/17830"}],"next":[{"title":"Create custom views for tickets","link":"https:\/\/help.desk365.io\/en\/articles\/create-custom-ticket-views\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18183"}],"prev":[{"title":"Filter your tickets with Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/filter-your-tickets-in-the-agent-portal\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18196"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=29821"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=29821"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}