November 1, 2016 12:22 pm Published by

What is a channel

Channels allow you to retrieve emails and convert them into support tickets via multiple mailboxes. Using channels will allow you to source emails from multiple mail boxes and respond to them from a central point – your support desk.

This is particularly helpful for organizations that have multiple brands or products and want to keep their support in a central system.

Tickets that are collected from a specific channel, will have its responses sent from the same channel.

Example: Channel 1 collects emails from support@ourproduct.com. Any response to a ticket collected from this address, will send an email to the requester as support@ourproduct.com.

This process ensures that each mailbox keeps the personal touch of allowing the requester to see that the response comes from the same email address they mailed from the start, and prevents any confusion caused when using a central email address.

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Adding, editing and deleting channels under Help Desk -> Settings

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This post was written by Dylan