Receive requests from an email address in next-gen service desks

Set up an email address to capture requests from customers in one place. Requests sent to your service desk’s email address are automatically added to your queues, so your team can focus on customers without managing multiple places to work.

Here’s how sending requests by email works:

  1. A customer emails a request to your service desk email address.

  2. The request is added to your queues as an issue.

  3. An agent comments on the issue.

  4. The customer receives an email notification with your agent's comment.

  5. If the customer replies to the email notification, then the reply displays as a comment on the issue in the service desk.

 

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