To process requests from clients in the system, you can connect various communication channels: mail, messengers, social networks, chat, integrate external systems, and more. You can do it by going to the Channel settings” menu:

More details about setting up each channel can be found in separate Knowledge Base articles, in the category “Channels for receiving requests”.

Once you have connected and configured the channel, you need to check:

1. Accesses of employees to the Department to which requests will be received. After all, if employees do not have access to the department, they will not be able to view and respond to customer requests.

You can configure accesses for a user group when editing it in the “Groups, user rights” section:

Individual access is set in the user card itself:

2. To check the connection status and if any problems occur, you can use the “Error Log” for each channel. Once a channel is connected, it is displayed in the general list: 

FAQ

Q: Are there any restrictions on the number of responses in applications?

A: No, but if a request from social networks, messengers or chat channels has more than 1000 responses, it will be automatically closed and a new one with similar attributes (client, executor, status, individual fields, etc.) will be immediately reopened. The old request will not work out the dispatcher's rules and send an evaluation request, and a link to the new (reopened) request will be added to the comment. This will not affect communication in any way, but employees will be able to continue correspondence normally without the device being burdened by a huge number of responses within the application.