How can we create email and message both types of chennel in same tickets? Is it possible? If yes, then how?

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投稿日時:2024年2月09日

How can we create email and message both types of chennel in same tickets? Is it possible? If yes, then how?


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Hi Ronak,

You can only switch channels when working on tickets in agent workspace. Because of this flexibility, the ticket composer includes some rules (logic) for channel switching within a ticket. This logic controls which channels are available to you when you send a reply. You can check this article for details.

You can use the channel menu to switch channels manually in the composer. See Switching channels in the composer.

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