what's the mean of property channel?

[Jaylin]

in help desk, i saw a lot of open tickets, the source is Phone, but channel is enpty, why? and when i click this tickets to see the details, it is Null, what does it mean? does it mean that no one anser for this tickets? but the status of this tickets is processing, it really confused me a lot. Helppppp

[Jaylin]

Hi Diana，

thanks for your reply, as the following picture, there is  a property named [channel] which is empty. but the source is phone. when i click the ticket's number to find some details, i coundn,t find nothing. howevery the status of this ticket is processing.

[DianaGomez]

Hi @Jaylin,

Thanks for that screenshot. Could you do the same to show me what you're mentioning about the  source and the ticket that says it's still processing? The screenshots help a lot to review what might be happening, but please try to make them more complete so I can better understand how to replicate the steps and see where the error might be occurring.

Thanks!

Diana

[DianaGomez]

Hi @Jaylin,

Thanks for reaching out to the Community!

Could you please share screenshots of what you're seeing, as well as a specific example, so I can better understand what you're referring to? It would be really helpful to have more context in order to assist you more effectively. 

Thank you!

Diana

[Jaylin]

Hi  Diana, 

please find the details below. 

[DianaGomez]

Hi @Jaylin, 

Thanks for the details.

Just to clarify, the source refers to where the ticket originates, while the channel is the platform where the ticket resides (such as the Conversations inbox channel).

With that in mind, Help Desk is a ticket management tool within HubSpot Service Hub. Any tickets created within a ticket pipeline will appear in Help Desk, including those created manually. However, you'll see the "Channel" labeled as "Unknown," as shown in the screenshot you provided.

I hope this clears things up! 🙂

Best,

Diana

[Jaylin]

Hi Daina,

thank you very much! so the source is phone means that the question is feedbacked by phone and the tickets is created by operators manually, so the channel is empty. and there is no any detais when i click the tickets number due to the tickets cound't track the content of phone, is it right?

[DianaGomez]

Hi @Jaylin,

The source is "phone" because that’s probably what the person selected when creating the ticket manually :). And you're right, it shows as an empty channel because it was created manually. As for the ticket number, I was looking for it but couldn't find that property, and it seems it’s not a default in the system, so it was probably created by your team. In that case, you should check the property info to see how it was created and how it's populated.

I hope this clarifies,

Diana