Sending Emails from Tickets

The Activity tab on tickets allows you to send emails directly to your customers within the system. The email option is only available for public ticket activity entries. Simply check the Email option, enter the email address, any CCs or BCCs, and click Submit. 

Once an email has been sent, an entry is logged in the bottom section of the Activity tab, which includes the sender, all recipients, date, time, and a copy of the message. The To field automatically populates with the email address for the contact associated with the ticket. That email can be removed or additional emails added.

Receiving Email Reponses on Tickets

When you receive an email response from a customer that has not yet been read, an unread icon displays on the Ticket List view and the Activity tab of the ticket.  

Marking Received Emails as Read

Once you mark the email as read, the background of the activity entry changes to match other entries on the Ticket tab. Only the tech assigned to the ticket can mark messages as read. Once a message has been marked as read, it currently cannot be marked as unread.