How customers create requests by email

Customers can raise requests directly by email. Your service project comes with a default email address. You can also add an existing email address that your team uses.

Here’s how sending requests by email works:

1. A customer emails a request to your service project email address. The request becomes a work item in your service project and is added to a queue.

2. An agent comments on the work item.

3. The customer receives an email notification that contains your agent's comment.

4. The customer replies to the email notification and the reply displays as a comment on the work item in the service project.