What are the channels of communication on Raiseaticket?
Raiseaticket accepts tickets through two channels - a web form on your support portal and plain email - and both produce the same kind of ticket in the same queue. Whichever way a request arrives, your agents work on it in one place, so nobody has to watch a mailbox and a portal separately.
Raising a ticket from the web form
Your portal has a submission form customers can fill in. Because the form asks for what you need up front - category, priority, description - tickets arrive already classified, which saves the first round of back-and-forth. The form is customisable, so you can add the fields that matter to your team and drop the ones that do not.
You choose who may use it. By default anyone can submit a request, which suits public-facing support. If you would rather only known users raise tickets, submission can be restricted to signed-in accounts, which is the usual choice for an internal helpdesk.
Raising a ticket by email
Every portal gets a support address of its own, in the form [email protected]. Anything sent to it becomes a ticket automatically - no form, no login, no change in behaviour for the customer.
Most teams keep the address customers already know. Set your existing inbox, such as [email protected], to auto-forward to the Raiseaticket address and every message that arrives is captured as a ticket. Customers carry on writing to the address on your website and never see the change.
If one address is not enough, administrators can add further addresses and email channels under Settings > Groups, so sales, billing and technical support can each have their own inbox feeding their own queue.
Where both channels end up
Web form and email tickets land in the same portal and are managed identically. Each one gets an owner, a status and a deadline; agents reply from the ticket, add private notes their colleagues can see but the customer cannot, and change priority or reassign as the picture becomes clearer. The whole conversation stays attached to the ticket rather than scattered across individual mailboxes.
Replies reach the customer by email regardless of how they got in touch, so someone who emailed you simply receives an answer to their message. Signed-in users can also open the portal to see the status of everything they have raised without asking for an update.
Can agents raise tickets too?
Yes. When a request arrives some other way - a phone call, a corridor conversation, a message in passing - an agent can create the ticket on the customer's behalf, so the work is still tracked and still counts towards your reporting rather than happening invisibly.
The same request through both channels
One customer forwards the error message straight from their mail client - no login, no form, and it becomes a ticket exactly as written. Another opens your portal and completes the form, choosing Billing and marking it Urgent, so it lands already categorised. Both appear in the same queue moments apart. The second needed less work from your agent; the first needed less work from the customer, which is usually why both are worth offering.
Which channel should you offer?
Most teams offer both, and they serve different habits. Email has no barrier at all, which matters for external customers who will not learn a new system to report a problem. The web form produces better-structured tickets and fewer follow-up questions, which matters when requests are routine and repetitive. Running both costs nothing extra - all channels are part of the free plan.
