Configuring Support Channels

Allowing your customers to request the support they need is easy with Service Desk. The following Support Channels provide a variety of reliable methods by which your customers can raise and monitor support tickets:

  • Setting up Email Retrieval from External Server - Inbound email integration enables the system to check for messages from customers coming a into a specified mailbox and convert into tickets. This means that if your customers have been using your support email address to request support, they can carry on doing this as usual - but you will benefit from using Service Desk's advanced ticket monitoring and reporting facilities.
  • Setting up a Twitter Feed - Twitter integration allows you to convert Tweets to Tickets by connecting your existing Twitter account to Service Desk.
  • Setting up Service Desk Voice - Set up a dedicated phone number for your customer directly linking to Service Desk. This feature provides voice-to-ticket integration and allows customers to route calls directly to your team.
  • Remote Form - A utility which allows you to generate the code required for a 'submit ticket form'. The code can then be copied and pasted onto your own web site - allowing your visitors to raise a ticket without leaving your site.