Editing Channel Names
We recently added a new channel and are now taking incidents from our mobile app using Public API > Connect Web Services – SOAP and assigned the existing channel called “MA Web”. Our regular incidents from Custom Portal come through the channel called “CSS Web”.
Too make it easier for agents to recognize whether the customer wrote in from our full site or mobile, we want to display names in the Incident workspace and the Queue report that are easier to understand.
To do this, our admin added fields to the Incident workspace and the Queue report to show the channel of origin for each incident. Per