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
Configure a support mailbox
To configure email ticketing:
Go to Control Center.
Open Channels > Email.
View the DeskDay support email or click Support Email +.
Select Google, Microsoft, or Custom.
Complete the connection details.
Test the connection.
Select the default boards for tickets created through the mailbox.
Save the configuration.
DeskDay currently monitors the mail folders only. Emails delivered to Archive, Spam, or Junk are not processed.
Microsoft mailboxes use Microsoft Graph API. Microsoft shared mailboxes require a delegated account with access to the shared mailbox. Google and custom mailbox options are also available.
Create tickets through email
Emails sent to the configured support address are automatically converted into tickets.
For email-created tickets:
The subject is used as the ticket summary.
The email body is added to the ticket conversation.
Attachments are added to the ticket.
The sender is matched to an existing customer user where possible.
The mailbox configuration determines the default board.
Public replies sent from DeskDay continue the email conversation.
Users should send the request from the email address associated with their customer-user account where applicable.
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 and template 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 emails 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 or 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 paticipants.
Customer domain users are automatically created as customer users and added as CC members.
External recipients are added as email participants.
DeskDay logs a system message showing who was auto-added through CC.
External participants receive email notifications and can continue replying through email without needing a DeskDay login.