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.
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
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.
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.
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.