Summary

In this chapter, you learned about the different channels provided by Zendesk. You learned about their individual purpose and how to set them up properly according to our roadmap.

I do encourage you to review the other channels as well. Rest assured, we covered enough channels necessary to understand how to set up other channels such as Voice and Chat as well. While we do not need them in our scenario, they might be interesting enough for your own project later on.

In our next chapter, you will learn about business rules and how to set up our ticket escalation processes. While focusing on our example scenario again, we will also make sure to cover every aspect of business rules. Why? Because they are awesome! Also, you will likely have to deal with them a lot.