If possible - I want to create a report in SNOW that shows customers who submitted a RITM or INC using a certain ticket submission method and then later switched to another submission method (I am referring to the 'Channel' field)
For ex: a customer who submitted a ticket via the 'Self-Service' channel and then later submitted a ticket via 'email' channel instead of the self service option.
What I want to see, is if customers are utilizing our organization's 'Self-Service Portal' and then later deciding that they would rather submit a ticket another way, as I said for the example above, by email. We want to gauge if our customers prefer using our service portal or not. Is this something that can be done?
