Customers can raise requests directly by email. Your service desk comes with a default email address. You can also add an existing email address that your team uses.
Here’s how sending requests by email works:
A customer emails a request to your service desk email address. The request becomes an issue in your service desk and is added to a queue.
An agent comments on the issue.
The customer receives an email notification that contains your agent's comment.
The customer replies to the email notification and the reply displays as a comment on the issue in the service desk.
Was this helpful?