Create a New Channel (Support Ticket)
Written by B3Networks Academy
Updated at August 12th, 2025
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Table of Contents
Create a Support Ticket Channel
To create a support ticket channel, follow the steps below:
- Go to Phone System > view System
- Select Omnichannel and click on the Channel tab
- Click the Create button
- Choose the channel type as Support ticket
- Input channel name
- Configure working hours:
- Public holiday
- Custom holiday
- Working hours
- Choose an inbox to route the ticket to that inbox during working hours.
- The form and its fields will be shown.
- Toggle the eye icon to show it on the form for customer to submit.
- Choose an inbox to route the ticket to during non-working hours.
- Select an inbox to route the ticket to on public holidays.
- Save to finish
Edit a Support Ticket Channel
Users can edit a support ticket channel after creation following the steps below:
- Go to Phone System > view System
- Select Omnichannel and navigate to the Channel tab
- Select type = Support ticket
- Search for the Channel that you want to set up
- Click on the Setting icon
- Configure the settings and click Next
- Under Ticket Flow > Working Hours, select Single Inbox or Multiple Inboxes.
- Choose an Inbox with a configured form.
- Click Next to continue configuring.
- Click Create / Save to finalize the setup.
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Notes:
- Click the eye icon to show/hide questions in the ticket form.
- Click ‘Preview Form’ to preview the form.
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Notes:
Delete a Support Ticket Channel
- Navigate to Phone System > View System.
- Under the Omnichannel, click on the Channels tab.
- Choose an existing Support Ticket channel.
- Click the Delete icon
- Review the details in the popup message, and confirm by clicking Delete.
Note
- Deletion is irreversible.
- Transactions created from deleted channels will remain unaffected.
- Deleted channels cannot be selected or reactivated after deletion.
- Before deletion, check if the channel is shared with other accounts and list all shared accounts and affected shared channels.