What is a ticket and where does it originate from?
Tickets are the support requests submitted by your end-users [customers], when they seek you out to find a solutions for their issues. It could be a problem, a feature request, a question or simply to say 'thanks'. It will contain your customer's opening request followed by all the conversations that happen between your agent and the customer, till its closure.
Besides the conversations, tickets will also contain other properties like priority, category, status and the likes. An agent is supposed to work on a ticket in congruence with these ticket properties.
Tickets can originate in your Zoho Desk through various means. The higher the options, the more easier it is for your customers to get in touch with you. Here are the numerous ways your customers can connect with you:
- Send in an email to the helpdesk monitored support mail box
- Submit a ticket from your customer facing web-interface
- Fill out a support contact form from your own 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
These communication options are collectively called channels in Zoho Desk. You can add or remove a channel as per your business requirements. Requests submitted through these channels will eventually turn into tickets in Zoho Desk.
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