Channels allow you to track where tickets originate. Usually most tickets will originate from your main ticketing page on your website or from an email. But you can also track tickets that originate elsewhere such as Facebook, Twitter or even via a phone call.
SLA24 Service Desk comes with a pre-configured list of Channels but you must install them first.
Go To TICKETS->CHANNELS to view your pre-configured list of channels. The list should look similar to the following.
If a ticket is opened via the standard support form, our Gravity Forms add-on or via our Email Support add-on then the channel field will be updated automatically. Any agent can still change it in the standard ticket screen though.
Tickets received any other way must be updated manually – there is no automatic interface to pull tickets from Facebook, Twitter, etc.
Generally speaking, your customer cannot update the Channel field from the standard ticket form. However, if for some reason you need that functionality you can create a custom ticket form via Gravity Forms and include a field to select the Channel.
If you would like your agents to see the channel field in their ticket list you can turn this on in the TICKETS->SETTINGS->FIELDS tab. Scroll down to the Other Field Settings section and turn on the option to Show Channel Field.