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About the Channel Form Connection Method

    This article gives guidance to Rescue technicians.

    Channel Form is useful if you offer web-based support to your customers.

    This method allows you to host both a link on your website/Intranet as well as a questionnaire which your customers have to complete.

    Process Overview: Channel Form

    • A Rescue Administrator assigns any of the ten available channels in the Administration Center to a Technician Group
    • A Rescue Administrator develops the custom web form and defines the custom fields
    • A Rescue Administrator makes the Channel Form available on an Internet or Intranet site
    • A customer opens the Channel Form, enters all required information, and submits the form
    • The support session is assigned to the Channel Queue of the Technician Group(s) associated with the channel
    • Any online technician in an assigned Technician Group can activate the support session

    Benefits of the Channel Form Method

    • Pre-qualify your users with various customizable conditions: error codes, user ID, problem type
    • Collect contact information from your end users; such as phone numbers or email addresses
    • Integrates into online functions such as user authentication or automated qualification of the user’s request via a simple HTML code element
    • Allows the best tracking of the user and the problem in the Rescue database
    Points to consider:
    • Customers may try to connect 24 hours a day, so Rescue Administrators must use 'No Technician Available' settings to deal with connections made outside of business hours
    • When customers are initiating session requests, Rescue Administrators must use dynamic channel and team re-routing to control traffic during peak hours
    • Web developer and/or graphic design resources may be required for customization and integration
    Article last updated: 5 January, 2023