DeskDay supports collaborative ticket conversations with customer users, technicians, external email participants, and CC members. Participants can be added at ticket level and external participants can continue through email-only communication.
Create a ticket in DeskDay
Technicians can create tickets from the service desk portal.
Steps to create a ticket
Go to Service desk > Tickets.
Click Ticket +.
Select the Customer.
Select the User.
Turn Billable on or off as required.
Enable Add more participants if other users, technicians, or external contacts need to be included in the ticket conversation.
Enter the Summary.
Select the Priority.
Available priority options are:
Critical
High
Medium
Low
Add the Description.
Add attachments if required.
Update ticket properties if needed.
Click Create.
Manage a ticket
Technicians can open a ticket to review and update ticket information, conversation history, participants, notes, time entries, and ticket properties.
Fields can be updated automatically based on customer configuration, automation rules, SLA settings, or ticket activity.
Update ticket properties
Ticket properties help classify, route, and manage the ticket correctly.
Technicians can update:
Board
Status
Ticket type
Ticket subtype
Impact
Urgency
Budgeted hours
Estimated end date and time
Contract
SLA policy
Work type
Work role
Location
Tags
The contract and SLA policy may be selected automatically based on the default settings for a customer. Technicians can update them manually if required.
Update customer and user details
Technicians can review the customer and user linked to a ticket from the ticket details area.
If the technician has permission, they can update the customer or user on the ticket.
Changing the customer or user may also update or affect:
Contract
SLA policy
Site
Available users
Manage conversations
DeskDay supports public, private and self ticket conversations.
Public conversation
Public messages are customer-facing.
They are visible to:
Ticket user
Customer users added as participants
External email participants
Technicians and internal team members
External participants receive public messages by email only. They cannot log in to DeskDay or IT-Connect.
Private conversation
Private messages are internal technician-only messages.
They are not visible to:
Ticket user
Customer users
External participants
IT-Connect users
When a ticket conversation is switched to private mode, it stays private until a technician manually switches it back to public. Previously sent messages keep their original visibility.
Self mode messages
Technicians can use self mode to add messages that are visible only to themselves.
Self mode is useful for personal reference, investigation notes, or any information the technician wants to keep for their own use without sharing it with other technicians, users, or participants.
When a technician sends a message in self mode:
The message is visible only to the technician who added it, that message is not visible to other technicians.
The message is not visible to customer users, CC members, or external participants.
No customer or technician email notification is sent.
The message is stored in the ticket for that technician’s future reference.
Self mode should be used when the technician wants to keep a personal note inside the ticket without adding it to the public conversation or internal technician conversation.
Manage participants in a ticket
Participants are the people included in a ticket conversation.
Participants can include:
Customer users
Technicians
External email participants
Add participants
Open the ticket.
Open the participant panel.
Click Add participants.
Search and select the user, technician, or email address.
Save the changes.
When a participant is added, they receive future notifications based on their access type and notification settings.
Removed participants stop receiving future notifications.
Add time entries and notes
Use time entries to track work performed on a ticket.
Open the ticket.
Start the timer when work begins or select the notes and time option.
Stop the timer when work is completed.
Add work details in the notes section.
Review the start time, end time, and duration.
Save the time entry.
Tracked time is added to the ticket and can be edited if required.
Email ticketing behavior
DeskDay supports ticket communication through email. Email conversations are handled differently for customer users, external participants, and technicians to avoid confusion and keep workflows consistent.
For each ticket activity, DeskDay can maintain two separate email conversations:
Customer and external participant conversation
Technician conversation
General email flow
Customer users and external participants are treated as part of one customer-side email conversation.
Technicians continue to receive a separate technician-side email conversation.
This means the same ticket activity can trigger:
One email conversation for the ticket user, customer users, CC members, and external participants
Separate email conversations for technicians, based on technician notification settings
Customer-side emails use templates configured under For customers.
Technician-side emails use templates configured under For techs.
Customer users and external participant email flow
Email notifications are sent to the ticket user for key ticket activities, including:
New ticket
Status change
Ticket closure
Public chat messages
CC members will be included in the CC field of these notification emails.
These email use the configured customer notification templates.
CC members in customer emails
When customer notification emails are sent, current ticket participants and CC members will be included in the customer-side email conversation.
This helps all customer-side participants stay aligned in the same email thread.
External participants are email-only participants. They can receive and reply to email notifications, but they cannot access DeskDay or IT-Connect.
Replies from customer users and CC participants
Any customer user or CC participant can reply or reply-all to a ticket email.
When a reply is received:
The reply will be added to the ticket conversation.
If additional email addresses are added in the email, they will be automatically added as ticket participants.
New external addresses will be added as external email participants.
New internal customer users will be added as customer-side participants, based on matching customer/domain.
Removing participants from reply-all
If a reply is received from the ticket user, DeskDay should check whether it was a normal reply or a reply-all.
Participants should only be removed if the ticket user intentionally removed them through a reply-all action.
Tech participants must never be removed from the ticket participants list based on customer reply-all changes.
Technician email workflow
Technicians will receive separate email notifications based on their notification settings.
This includes:
Assigned technicians
Technician CC members
Role-based notification recipients
Technician emails should continue to use templates configured under For techs.
Email CC Auto-Add for Tickets
When an email creates a ticket in DeskDay, all CC recipients are automatically detected and added to the ticket.
Existing DeskDay users are added as chat members
Customer domain users are automatically created as customer users and added as CC members
External recipients are added as email participants
DeskDay also logs a system message showing who was auto-added via CC.
External participants receive email notifications and can continue replying through email without needing a DeskDay login.
Keyboard shortcuts and variables
Technicians can use shortcuts in the message editor.
Shortcut | Action |
Ctrl + Enter | Send message on Windows or Linux |
Command + Enter | Send message on macOS |
Enter | Move to the next line |
Shift + Enter | Move to the next line |
{{ | Open available variables |
Variables can be used in messages, notes, and templates.
Examples:
ID number
Customer name
Customer code
Username
Company name
Participants
Use canned notes
Canned notes are standard, preconfigured notes that technicians can use while sending a response or adding notes to a ticket.
Canned notes help technicians save time, keep responses consistent, and avoid typing repeated updates manually.
Technicians can use canned notes when:
Sending a public response to the user
Adding a private note for internal technicians
Adding a self mode note for personal reference
Recording standard troubleshooting steps
Sharing common instructions or resolution updates
Canned notes are configured from:
Control center > Account preference > Templates > Canned notes
Once configured, canned notes become available inside the ticket editor. Technicians can select a canned note and insert it into a response or note.
Canned notes can also support variables, where configured. This allows ticket-specific details such as customer name, user name, ticket ID, or participant details to be added automatically.
Pin messages
Technicians can pin important messages in a ticket conversation so they are easy to find later.
Pinned messages are useful for highlighting key details such as:
Important customer instructions
Troubleshooting findings
Temporary workarounds
Approval details
Critical internal updates
Pinned messages appear at the top of the chat section. Multiple messages can be pinned in the same ticket or thread.
Both technicians and users can pin messages.
Search messages
Technicians can search inside a ticket conversation to quickly find specific messages, notes, or thread replies.
When a match is found, DeskDay highlights the matching text and allows the technician to jump to the exact message.
This helps technicians review past updates without scrolling through the full ticket conversation.
Edit messages
Technicians can edit messages within the allowed time window.
Technicians can edit messages they have sent.
Messages sent from IT-Connect cannot be edited by users.
Editing is available only within 1 minute after the message is sent.
After 1 minute, the edit option is hidden.
Edited messages show an Edited label.
Edited messages remain in the same visibility mode as the original message.
For example, if a public message is edited, it remains public. If a private message is edited, it remains visible only to internal technicians.
Rich text editor
The message editor supports rich text formatting so technicians can make ticket updates easier to read.
Available formatting options include:
Bold
Italics
Underline
Strikethrough
Bullet list
Numbered list
Text color
Background color
Technicians can use the rich text editor in ticket messages, notes, and supported conversation areas.
Important notes
Technicians can create and manage tickets from Service desk > Tickets.
Ticket details such as customer, user, status, board, priority, assignee, SLA, contract, and tags can be updated from the ticket page.
Public messages are visible to the ticket user and added participants.
Private messages are visible only to internal technicians.
Self mode messages are visible only to the technician who created them.
Participants can be added or removed from the ticket conversation where permitted.
External participants can participate through email only.
Time entries and notes can be added to track work done on the ticket.
Important messages can be pinned for quick reference.
Message search helps technicians find past updates inside the ticket.
Edited messages show an Edited label and can be edited only within the allowed time window.