Email and Channels Overview

Email and channels allow customer conversations to enter and leave the Helpdesk through configured communication paths.

Channel purpose

A channel represents a supported method through which customer requests or replies reach the Helpdesk.

Email is one of the most common support channels because customers can communicate without signing in to the agent application.

Incoming messages

Incoming messages may create new tickets or append replies to existing tickets according to the configured email and threading rules.

Outgoing messages

Agents can respond from the ticket while the Helpdesk delivers the customer-facing message through the configured channel.

Channel configuration

Each channel should be configured with the correct mailbox, routing, security, and ownership settings.

Good practices

Use dedicated support addresses where practical. Test inbound and outbound delivery after configuration changes, and avoid relying on personal mailboxes for operational support workflows.