Communicating with External users
Create tickets to deliver proactive support to your customers, and keep all your correspondence together by sending external emails from a ticket.
This blog will show you how to create new tickets and create an external email in a ticket.
The process of this is as follows:
- Customer sends an email that is raised as a ticket.
- User replies to email via helpdesk and will be received by customer via email.
- Back and forth communication between client and user takes place.
1) Create ticket via email as a customer (Hotmail, Gmail, Yahoo, etc.)
![](/wp-content/uploads/2022/05/1-3.png)
2) Client will receive an email confirming their email
![](/wp-content/uploads/2022/05/2-3-1024x563.png)
3) The assignee will open the ticket and it will look like this:
![](/wp-content/uploads/2022/05/3-1-1024x516.png)
4) Private Note, Ticket Update and Reply to Customer
- Private note: a personal message only visible by yourself
- Ticket update: updating ticket changes for internal users to see
- Reply to customer: to have direct contact with the external customer
![](/wp-content/uploads/2022/05/5-1-1024x95.png)
For example: Reply to customer
![](/wp-content/uploads/2022/05/7-1024x742.jpg)
5) The customer would receive the reply via email
![](/wp-content/uploads/2022/05/Inked7_LI.jpg)
6) Customer can then reply via email back to the user (+add attachments)
![](/wp-content/uploads/2022/05/11-1024x621.png)
7) The email will be attached and sent to the helpdesk under the ticket
The image attached can be opened from Documents
![](/wp-content/uploads/2022/05/Inked12_LI-1024x758.jpg)
Select the image to open attachment
![](/wp-content/uploads/2022/05/Inked13_LI-1024x281.jpg)