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How your customers can interact with your agent using email (Email to Ticket) with Ticketing App

Updated: May 13

Hi All,

Contrary to what one might think, the use of email to reach customer service is still on the rise.

I will introduce Today an essential feature of Microsoft Ticketing app which is the capability for your customer to interacts with your agent using email, also called email to ticket.

Email to ticket workflow can be activated in 2 different ways:

Scenario 1: A customer send an email to a support email address

Scenario 2. An Agent creates a new ticket and use customer email as requestor

Step 1: Configure your email to ticket

To know more, you can either read the highlights below or watch this video for a more detail explanation.

Go to the Setting area and open the Incoming email setting

  • Enable the Allow external users to raise tickets using email feature. You can configure following parameters: Email: This is the part of the email address in [Email].[your domain name] to form the complete email address. If you wish your customers to use an email address that use your own domain name, please explore this blog post: Email Display Name: This is the label that will be displayed instead of the email address when the ticket is created. It helps identify who the ticket is from. Reply To (optional): If you want replies to the email notificaton to be sent to a different email address than the default sender email address, you can configure a reply-to email address.

  • Acknowledgement is the email user will be greeted with when sending new enquiry by email

  • You can configure an email signature that will automatically be appended to all messages from your support team

Scenario 1: Raise a ticket using email

Adele, an external user to the company, needs support. So she raises a ticket using Email

Scenario 2. Raising a Ticket with Email as Requestor

Allan creates a ticket on behalf of John. But, because John is an external user, Allan creates ticket using John's email as requestor.

Acknowledgement email

Adele has received the acknowledgement email after raising a ticket using email

Notification when creating a ticket using email

Allan, The IT help desk manager, has received a notification for the new request coming from email.

Communicate with support team using email

Following email communication from Adele, the requestor, will be added as comment in Ticketing App

Add more people to the conversation

With "Cc" email management, when Adele adds people to the "Cc" section in her response, they get recorded in the conversation, keeping them updated to the ticket activity.

Utilizing Your Own Email Domain for Email to Ticket scenario

If you wish for a customers to send inquiries to a professional-looking email address instead of one that is lengthy and complex. Therefore, you can begin using your own email domain by configuring it in the 'Reply To' field.

To learn more about how you can start using your own email domain, pease visit our blog here.

Hope you enjoy this post about incoming email in Ticketing App

Have a great day!




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