Tickets are support requests that are submitted by your customers. They contain the support conversations, as well as other properties, such as priority, category, and status. Tickets can be problems, feature requests, questions, or even thank you messages.
Below is a list of ways your customers can connect with you:
- Send an email to the help desk-monitored support mailbox
- Submit a ticket from your customer-facing web interface
- Fill out a support contact form from your website
- Call you on your customer service telephone number
- Ping you through a live chat widget
- Post on your community forum
- Send you a tweet
- Post on your Facebook page
- Send in an SMS or text message
- Start a conversation on an instant messaging (IM) app
These communication options are collectively called channels in Zoho Desk. You can add or remove a channel to meet your needs as per your business requirements. Requests submitted through these channels will quickly turn into tickets in Zoho Desk.