Support channels let customers reach your team from the tools they already use. Every message becomes a ticket in Helpdesk → Tickets, and your replies go straight back to the customer on that channel.

Channel setup lives in Helpdesk → Ticket Configuration → Channels. Each channel is configured per workspace (its credentials are never shared with other workspaces).

This guide covers Web Widget.

The Web Widget is the built-in chat channel for your website. It is always on and needs no credentials.

Where it appears

Open the channel setup

1. In the sidebar, go to Helpdesk → Ticket Configuration.
2. Open the Channels tab.
3. Find the Web Widget card and click Set up.

The Web Widget card is marked Always on. There is nothing to connect: conversations started from the widget arrive in Helpdesk → Tickets tagged Live Chat.

How it works day to day

• A customer starts a chat from your site.
• The conversation opens a ticket tagged Live Chat.
• Reply from the ticket to continue the conversation.
• You get a notification whenever a new ticket arrives.