All messages, interactions and emails that customers send to brands, regardless of channel, turn into tickets on the Desk360 platform. Tickets are automatically assigned to agents upon request. Agents respond to tickets through the Desk360 platform, and customers receive these answers directly through the channels in which they create requests.
Life cycle of Tickets
Products defined in Desk360 can be integrated into ten different communication channels. When customers want to communicate with the brand, they will choose one of the following methods:
Each of these methods is called a channel on the Desk360 platform. All tickets received through these channels contain messages sent by customers and solutions that agents provide to the customer depending on these messages; in short, the interaction between the customer and the agent.