Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Contact Us
  • Home
  • License Model - CPaaS Solution Answers
  • Omni-Channel
  • Support Ticket

Create a New Channel (Support Ticket)

Written by B3Networks Academy

Updated at February 19th, 2025

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • OSS/BSS Answers
    Access Control Admin Audit B3Network Master Account Channel App Contract App Customer App Discount App Edge Server File Management Finance App Invoice App Number Management Payment Portal Settings Price List Product App Release V2 SMS Gateway Supplier App Support Center Support Hub Business Hub Sales Hub
  • App Model - Organization Management
    General Account Settings Payment and Credits Billing & Invoices Developer Tools Members & Teams Subscription Management Audit & Reports
  • App Model - Communication Apps Answers
    Bizphone BizPhone Desktop Application Bizphone Mobile Application Wallboard SIP Fax Global DNC File Explorer Virtual Line Call Recording Direct Line SMS Marketing
  • License Model - Organization Management
    General Account Settings Payment & Credits Audit & Reports Email Call Rules & Holidays Members & Teams Numbers Tab Billing & Invoices Organization Connect CPaaS - DNC Security Policy Security Groups Security Events Tab
  • License Model - CPaaS Solution Answers
    Phone System - Admin Guide Phone System - End-user Guide Mobile App Desktop App Web Phone Auto Attendant - Admin Guide Developer Hub - Admin Guide Microsoft Teams Operator Connect - Admin Guide Microsoft Teams Direct Routing - Admin Guide Contact Center - Supervisor Guide Contact Center - Agent Guide Omni-Channel SIP Trunk CPaaS - SIP Trunk Power SIP Trunk CPaaS Fax Contact Campaign File Explorer
  • Telcoflow
  • Integrations Answers
    Freshdesk MS Teams - Bizphone NewRock
  • Updated Regulations
  • Ideas Portal
+ More

Table of Contents

Create a Support Ticket Channel Edit a Support Ticket Channel

Create a Support Ticket Channel

  • Go to Phone System > view System
  • Select Omnichannel > Channel
  • Click the Create button
  • Choose the channel type = 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

  • Go to Phone System > view System
  • Select Omnichannel > Channel
  • 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.
    • Notes:
      • Click the eye icon to show/hide questions in the ticket form.
      • Click ‘Preview Form’ to preview the form.


 

 

 

 

 

helpdesk establish

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • Inbox Management for Support Ticket
  • Create a Support Ticket
  • Create a New Channel (Live Chat)

© B3NETWORKS PTE LTD. All Rights Reserved.

Data Policy

Service Level Agreement

Expand