Support Inbox email Clarification Needed
Can someone please clarify the functional difference between:
- “Ticket Created by Agent (To Customer)”
- “Agent Initiated Ticket (To Customer)”
At the moment, both sound very similar from the UI perspective, so I’d like to understand:
- What triggers each one?
- What is the intended workflow/use case?
- Are they handled differently in automation, notifications, or reporting?
- Should these labels be clearer for end users/admins?
I just feel it's a mistake
Good question — the two notifications are similar, but they are intended for different workflows.
Ticket Created by Agent (To Customer)
This is used when an agent creates a ticket on behalf of a customer, such as logging a phone call or an external email into the system.
In this case, the customer simply receives a notification that a ticket was created for them.
Agent Initiated Ticket (To Customer)
This is used when an agent proactively starts a conversation with a customer and checks the “Agent Initiated” option.
Example use cases:
- Billing follow-up
- Onboarding assistance
- Account review
- Proactive customer communication
Here, the customer receives the agent’s actual message content as the first message.
Also, when “Agent Initiated” is used, the regular “Ticket Created by Agent” email is skipped to avoid duplicate emails.
So in short:
- “Created by Agent” = logging a customer issue
- “Agent Initiated” = agent reaching out first
We agree the current labels may feel a bit similar in the UI, and we’re considering clearer wording in the future to better communicate the distinction.