As an agent, your primary responsibility is to solve your customers' support requests. To do that, you work with tickets, which can arrive in various ways such as the help center request form, email, telephone, messaging, or social media such as X and Facebook. The options your customers have for requesting support are called channels. Your account determines which channels are included.
Depending on how you manage your ticket workflow, you might manually select tickets for yourself, or tickets might be automatically assigned using omnichannel routing or business rules.
You can also refer to Ticket basics articles in the Agent guide and check out the series of free agent training courses.