When submitting a ticket through the self-service portal, customers can search for and select a product using a product name, SKU, or unique product identifiers such as serial numbers or date codes. Product data is sourced from a connected data source or integration, such as an ERP, e-commerce system, or uploaded product file.
This is used when order data is not available, for example when products are purchased through partners, and ensures the correct product information is attached to the ticket from the start