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The functionality of a help desk that allows a user to create tickets via email, is broadly referred to as Email Ticketing. Email ticketing lets a user create tickets by sending in an email to a predefined mail address, without logging into the support portal as such.
These email addresses are usually generated by the system and help serve as the first point of entry for any ticket creation. A Support Agent can then begin conversations with an end-user from here, via tickets, each of which continues and adds onto the existing conversation.