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What are ticket channels?

Ticket channels can include email, your help center, and a customizable widget. These channels are the pathways through which customers can submit requests and raise tickets in your service desk.

Email - You can set up a service desk email address to capture requests from customers who email your team. Requests sent to your service desk email will automatically be added to your queues, so your team can focus on customers without worrying about missing requests or managing multiple inboxes. Learn more about email requests.

Help center and portals - Customers can send and track their requests through the help center — your service desk's customer-facing site. If your help desk has multiple portals (for example IT or Legal), they can use your global help center to see them all in one place. Learn more about your help center.

Widget - By embedding a widget, your customers can send requests directly from a form on your external website. You can configure the contents and appearance of your widget in your service desk, and generate the code you need to embed the widget on your website. Learn more about creating a widget.

Raising a ticket for a customer

Agents can submit requests on behalf of your customers by using the help center portal in the same way a customer would, or by choosing create in your navigation bar.

Position of blue create button on the right in the navigation bar
Last modified on Mar 30, 2020
Cached at 11:24 PM on Oct 20, 2020 |

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