How customer emails become tickets
New emails open new tickets, replies stay on the same ticket, and a reply to a closed ticket reopens it.
Included with TrilliOne Business and TrilliOne Pro
- A new email opens a new ticket: Open, priority P5, titled with the subject.
- Replies stay on the same ticket. Each ticket has a reference like
[#T-a1b2c3d4e5f6]in the subject of your replies, and even if a customer’s email app drops it, replies in the same email thread still match. - A customer reply to a Resolved or Closed ticket reopens it to Open.
- A brand-new email (not a reply) from the same person opens a new ticket.
Desk doesn’t send an automatic “we got your request” email. The only automatic email is the confirmation for first-time senders, if you’ve turned it on. See Keep spam out with sender confirmation.