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How customers create requests by email

Customers can raise requests directly by email. Your service project 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 project email address. The request becomes an issue in your service project 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 project.

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