.e11 Help Desk Software Manual for customer support & service software
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Ticket Channel is the medium through which the clients’ query reaches the Helpdesk (i.e. Web Interface, Phone, E-mail and Fax). This feature also allows you to add and manage the various ticket channels.
To add a ticket channel:
1. Open Ticket Management Configuration page.
2. Click Ticket Channel .
3. View Ticket Channel Details page opens, as shown in the Figure 11-8-1. This page will show you the name of ticket channels with their Ticket ID (short forms). It will also show the default ticket channel.
Tip: You can also click on from the toolbar to access the View Ticket
Channel Details page directly.
Note: Default is the current action taken by software if the user has specified nothing. If no ticket channel is mentioned for a ticket then it will take the default ticket channel as the channel for that ticket.
Note: You can sort the Ticket Channel Details by Ticket Channel ID and Ticket Channel.
4. Click 
to open Add New Ticket Channel page. Enter
information in the required fields, as shown in the Figure 11-8-2:
Required Fields |
|
Field |
Description |
|
Ticket Channel ID |
An ID (short form) for the ticket channel. It must not be more than 5 characters. |
|
Ticket Channel |
Name for the ticket channel such as Web Interface and E-mail. |
Note: You can also make a ticket channel as default channel by clicking the default column against that ticket channel.
Tip: If you want to give a space in the ticket channel id or name, you need to use the underscore “_” key.
5. Click 
to save the information.
Example: At times you may want to
know the medium through which the client query reaches the Helpdesk. In such a
case, you need to add a ticket channel. To do so, enter the ticket channel
name, such as Web Interface, and a unique ticket channel id for it, as shown in
the Figure 11-8-2.
Click .
To modify a ticket channel:
1. Open View Ticket Channel Details page.
2. Click the appropriate Ticket Channel ID to modify the Ticket Channel.
3. Update the Ticket Channel and click 
to save the changes.
Note: You cannot modify the Ticket Channel ID.
To delete a ticket channel:
1. Open View Ticket Channel Details page.
2. Check the Ticket Channel to be deleted, as shown in the Figure 11-9-1.
Note: You cannot delete a default ticket channel.
3. Click 
.
A delete confirmation box pops-up. Click 
to confirm deletion.
4. A pop-up appears, as shown in the Figure 11-9-2. Select the Ticket Channel ID to which the deleted Ticket Channel should be assigned by clicking on it.
