When using the code block, I cannot get it back to normal text mode.
When you're done adding code to the code block, you can tap the down arrow to leave code editing mode and revert back to normal text.
A ticket or support request can be created using three options: by the agent or the user on the web portal or by sending an email. Admin can control the channels from the system's Settings.
The agent can create a ticket on behalf of the end user in the help desk portal.
The user can create a ticket through their web portal.
The user can also directly open the support request by emailing to the support email which directly converted as a ticket in the help desk portal.
Once the ticket is created email notification is sent to the admin, user and agent to aware of the newly created tickets.
When a user creates a ticket via portal or email. Notification is sent to the admin.
When a user creates a ticket via portal or email. Notification is sent to all agents.
When a user creates a ticket via the portal or email a confirmation is automatically sent confirming the receipt of the ticket.