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Create a New Channel (Support Ticket)

Written by B3Networks Academy

Updated at February 19th, 2025

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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.


 

 

 

 

 

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