{"id":36413,"date":"2026-04-25T10:47:51","date_gmt":"2026-04-25T10:47:51","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&p=36413"},"modified":"2026-04-25T10:52:28","modified_gmt":"2026-04-25T10:52:28","slug":"channel-controls","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/channel-controls\/","title":{"rendered":"Manage support channels with channel controls"},"content":{"rendered":"\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

The\u00a0<\/span>channel controls<\/span>\u00a0setting gives you\u00a0<\/span>a simple way<\/span>\u00a0to control which support channels are available to your end users. Instead of managing each channel separately, you can enable or disable options like Email, Microsoft Teams, and the Support Portal from one place, depending on what works best for your business.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t

Where to find channel controls <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

You can find this setting by navigating to Settings > Channels >\u00a0Channel Controls.<\/strong> From here, you can toggle channels on or off. When a channel is enabled, users can reach out\u00a0to it as usual. When\u00a0it\u2019s\u00a0disabled, that channel becomes completely unavailable to end users, helping you avoid confusion, reduce duplicate tickets, and keep your support workflow focused.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"channel-controls-in-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t

What happens when a channel is disabled <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

When a\u00a0channel\u00a0is turned off, the experience is clearly communicated to users. For example, if the Email\u00a0channel\u00a0is disabled, any incoming emails will bounce back to the sender.\u00a0<\/span>\u00a0<\/span><\/p>

In Microsoft Teams, users will receive a notification card from the bot informing them that the\u00a0channel\u00a0is unavailable.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"support-bot-unavailable-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

On the Support Portal, users will see a message\u00a0<\/span>stating<\/span>\u00a0that the portal is currently inactive or unavailable and are\u00a0<\/span>advised to contact<\/span>\u00a0the support team for\u00a0<\/span>assistance<\/span>.\u00a0<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"support-portal-inactive-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

Similarly, if Web Forms or the Web Widget are disabled, users\u00a0<\/span>won\u2019t<\/span>\u00a0be able to\u00a0<\/span>submit<\/span>\u00a0tickets through those\u00a0<\/span>cha<\/span>nn<\/span>e<\/span>l<\/span>s.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t

Impact on channel configuration <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

Another important thing to note is that disabling a\u00a0<\/span>cha<\/span>nn<\/span>e<\/span>l<\/span>\u00a0<\/span>here also disables its related configuration settings.\u00a0<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"support-portal-customization-disabled-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

This ensures that the\u00a0<\/span>cha<\/span>nn<\/span>e<\/span>l<\/span>\u00a0<\/span>is not only hidden from users but also cannot be accidentally configured or used in the background.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t

Role-based access control <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

Channel controls<\/span>\u00a0<\/span>is<\/span>\u00a0also role-based, which means you can control who within your team is allowed to manage these settings.<\/span>\u00a0By going to Settings > Admin > Roles<\/strong>, you can enable the\u00a0<\/span>option<\/span>\u00a0\u201cAllow agents to access Channel Restriction Settings\u201d for specific roles. This helps ensure that only authorized users can make changes to channel availability.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"role-based-access-to-channel-controls\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t

Default channel behavior <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

By default, all channels are enabled, so your support setup\u00a0<\/span>remains<\/span>\u00a0fully accessible unless you decide otherwise. However, there\u00a0<\/span>ar<\/span>e a couple of important exceptions to keep in mind.\u00a0<\/span>T<\/span>he email channel can only be disabled if no secondary or custom email addresses<\/a> are configured. To turn off the Email channel,\u00a0<\/span>you\u2019ll<\/span>\u00a0first need to remove any\u00a0<\/span>additional<\/span>\u00a0email configurations to avoid disrupting active communication flows.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"disabling-email-channel-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

Additionally, while the Web Widget ticket form is active by default, you now have the flexibility to disable it through\u00a0<\/span>channel controls<\/span>\u00a0if needed.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"web-widget-ticket-form-visibility-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

Overall,\u00a0<\/span>channel controls<\/span>\u00a0<\/span>helps<\/span>\u00a0you streamline how users interact with your support team. Whether you want to limit support to specific channels, roll out new channels gradually, or simpl<\/span>y\u00a0<\/span>mainta<\/span>in<\/span>\u00a0better control over incoming requests, this feature ensures your support experience stays organized and aligned with your workflow.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":5536,"menu_order":6,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-36413","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/36413","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=36413"}],"version-history":[{"count":17,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/36413\/revisions"}],"predecessor-version":[{"id":36538,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/36413\/revisions\/36538"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/5536"}],"prev":[{"title":"Scheduled ticket creation in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/desk365-scheduled-ticket-creation\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34603"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=36413"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=36413"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}