Ticket Channels
Channels define how a ticket reached your team — via email, a phone call, a web form, or any other intake path your organization uses. Recording the channel on every ticket helps with routing, workload planning, and understanding which intake paths your customers use most.
Who Can Use It
Company Admin.
Prerequisites
- Admin access to Ticket Settings.
How to Access
Sidebar → Settings → Ticket Settings → Ticket Channel tab.
Default Channels
PMSuite provides a set of default channels covering common support intake methods, including an Email channel. You can add custom channels, rename existing ones, or remove channels that do not apply to your organization.
Creating a Channel
- Go to Settings → Ticket Settings → Ticket Channel.
- Click Add New Ticket Channel.
- Enter a Channel Name — for example, "WhatsApp" or "Walk-In".
- Enter an optional Description to guide agents on when to select this channel.
- Click Save.
The channel is immediately available in the Channel field when creating a ticket.
Editing and Deleting Channels
- Edit: Select a channel from the list, update the name or description, and save.
- Delete: Use the delete action next to a channel. Before deleting a channel that is already associated with existing tickets, reassign those tickets to a different channel to avoid data gaps.
Email-to-Ticket
The email-to-ticket feature — where emails sent to a support address automatically become tickets in PMSuite — has been built and is currently undergoing technical refinement. It is not yet active, and no release date is available.
What you can do today: When a customer emails your support address, an agent creates a ticket manually at Workspace → Tickets → Create Ticket and selects the Email channel to record how the request arrived.
Effect on Other Features
- Ticket creation: The Channel field appears on the Create Ticket form, letting agents tag every submission with its intake path at the point of entry.
- Round Robin assignment: Round Robin (Settings → Ticket Settings → Round Robin tab) distributes incoming tickets automatically across available agents. Channel selection and agent assignment are independent — Round Robin operates across all channels.
- Ticket visibility: Channel is a ticket attribute and follows the same visibility rules set in Ticket Visibility Settings.
Limitations
| Limitation | Workaround |
|---|---|
| Email-to-Ticket automation is built but not yet active | Agents create tickets manually and select the Email channel to record the intake path |
Troubleshooting
A channel does not appear in the Channel dropdown when creating a ticket
Confirm the channel was saved successfully in Settings → Ticket Settings → Ticket Channel. If you just added it, refresh the ticket creation page and check again.
Cannot delete a channel
A channel that is referenced by existing tickets should have those tickets reassigned before deletion. Open the tickets list, filter by the channel you want to remove, reassign each ticket to another channel, then return to Ticket Settings to delete it.