How customers create requests by email

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:

  1. 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.

  2. An agent comments on the issue.

  3. The customer receives an email notification that contains your agent's comment.

  4. The customer replies to the email notification and the reply displays as a comment on the issue in the service desk.

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