Ticket Channels
Ticket channels are public links that allow people outside your organization to submit tickets directly to Zeltask. Each channel defines the rules and behavior applied to incoming requests.
Channels are configured from Settings > Tickets within Organization Settings.
Exploring the Channels Section
Navigate to Settings > Tickets to see:
- A table listing all previously created channels
- A Create Channel button
- A search bar to find channels by name
- A filter by Status
The channels table displays the following columns:
| Column | Description |
|---|---|
| Name | Channel name and description |
| Public Link | Indicates if the link is available (open link icon) |
| Created On | Date the channel was created |
| Status | Active or Inactive |
| Options | Actions menu for each channel |
[Screenshot: Channels list view in Settings > Tickets showing the table with channels]
Create a Channel
Step 1: Open the creation form
- Navigate to Settings > Tickets
- Click Create Channel
[Screenshot: Create Channel button highlighted]
Step 2: Fill in the channel details
| Field | Description |
|---|---|
| Name | The channel name. This appears on the public page and shows as the Origin on tickets created through it. Example: General Requests, Customer Support, Vendor Complaints |
| Description | Explains the purpose of the channel and how people should use it. This is displayed on the public page. |
| Default Tags | Tags applied automatically to all tickets created through this channel. Teams and people linked to these tags are notified whenever a new ticket arrives. |
| Active (toggle) | Controls whether the channel's public link is accessible. When disabled, the link stops working and no new tickets can be submitted. |
| Contact details required (toggle) | When enabled, people must provide their name and email to submit a ticket, allowing them to receive updates. When disabled, tickets can be submitted anonymously. |
[Screenshot: Channel creation form with all fields visible]
Step 3: Submit
- Click Submit to create the channel
[Screenshot: Completed channel form with Submit button highlighted]
Manage Channels
From the channels list, each channel has an options menu (three dots) with the following actions:
| Action | Description |
|---|---|
| Edit | Opens the creation form to modify name, description, default tags, active status, or contact details configuration |
| Delete | Permanently removes the channel |
| Copy Public Link | Copies the channel's public URL to your clipboard for sharing via email, chat, or other means |
| Download QR Code | Downloads a QR code that links to the channel's public form — ideal for placing in physical areas, reception desks, or printed materials |
[Screenshot: Channel options menu showing Edit, Delete, Copy Public Link, and Download QR Code]
Public Channel Page
When someone accesses a channel's public link (via URL or QR code), they see a public page with the ticket submission form. No Zeltask account or login is required.
The page displays:
- The organization logo
- The channel name
- The channel description
- A tips panel with recommendations for writing a better request (be clear and specific, keep a factual and neutral tone, avoid combining multiple topics)
The submission form includes:
| Field | Description |
|---|---|
| Title | Brief description of the problem or request |
| Description | Detailed explanation, with Markdown support |
| Location | Selector for where the problem is occurring |
| Media | Images in JPG, JPEG, PNG, or GIF format |
| Files | Documents in PDF, DOC, DOCX, DOT, RTF, XLS, XLSX format |
| Your Name | Name of the person reporting (only visible if contact details are required) |
| Your Email | Email for receiving ticket updates (only visible if contact details are required) |
After completing the form, the person clicks Submit Ticket. The ticket enters the Tickets module automatically with the channel's default tags and the channel name as its Origin.
[Screenshot: Public channel page showing the submission form with all fields]
Example
To set up an external customer support channel:
| Field | Value |
|---|---|
| Name | General Requests |
| Description | Report any problem, defect, or observation here quickly and easily. Help us maintain optimal operations by sharing your findings so we can resolve issues faster and more efficiently. |
| Default Tags | Safety, Production |
| Active | Enabled |
| Contact details required | Enabled |
Once created, copy the public link or download the QR code to distribute to the people who need to submit requests.
Tips
- Use descriptive channel names so the Origin is clear when reviewing tickets
- Enable contact details when you need to follow up with the person who submitted the ticket
- Place QR codes in high-traffic areas for maximum visibility
- Disable a channel temporarily by toggling Active off instead of deleting it
What's Next?
- Create a Ticket from a QR Code — Learn how to scan QR codes to create tickets
- What Are Tickets? — Understand the full Tickets module