Channels
You can easily track the source where the ticket was created by enabling the Channel option. The source is displayed wherever the field is visible.
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Types
You can categorize ticket types by defining the Type option when you create a ticket. Earlier, the default was an optional value that appeared on a ticket.
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Alerts
Managers and agents can create a Manual alert on a ticket. Alerts allow agents or managers to send an Email, SMS, or Work Queue task to other agents or managers for assistance or reminders.
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