It would be great if, when an agent is putting in a ticket, we could somehow set the origin of the ticket as "Phone" or "Walk-in". Most of the tickets that we put in manually fit in one of these 2 cases, so it would be nice to be able to see how many tickets are coming from phone vs. people walking in.
Since the origin on these is "web", maybe allow the agents to change this field as this only tells us that one of our agents put it the ticket. It doesn't actually tell us how the user submitted the information.
