In support, the channel is the route a request takes to reach you. In CIRO NOISE, that's your organization's request form. You embed it on your website, and every request submitted there lands as a ticket in your team's list.
The channel is shown on every request and on each row of the list, so you can always tell later how a request came in.
How channels work in CIRO NOISE
Every organization has its own public address for its request form. The customer enters her name, subject, description and an email address or phone number. After sending, she sees her PIN for the support portal and, if she gave an email address, gets a confirmation with a secure link. She attaches files afterwards in the support portal.
Your replies from the list go out by email in your organization's name. The email contains a secure link that opens the request without the PIN. If she replies there, the message lands back in the ticket's history.
Logging requests by hand
Not every customer uses the form. When someone calls, your team creates the request themselves with “New request” and records the channel, for example phone. That conversation then sits in the same list as every other request, with a number, status and assignee.
An everyday example
A tax advisory firm embeds the form on its contact page. Instead of emails to five different inboxes, every request arrives in one list. When a client calls, the office assistant logs the call as a new request with the channel set to phone. At the end of the month, the firm sees in the reports how many requests came in and how quickly the team replied.