Email to Ticket

Manage customer service and improve your ticket management with OneDesk’s email to ticket features.

Powerful email ticketing

Directly connect an MS 365 or Google Workspace account or auto forward from any email provider to start capturing tickets by email. Capture tickets even from multiple inboxes. Organize, track, manage, and resolve tickets seamlessly in one location.

Direct email integration

OneDesk has one of the most direct and easy integrations with MS 365 or Google email accounts. All replies you send from OneDesk go to your customers from your own support email.

Multi channel

Connect multiple support inboxes (and other channels) for different issues or departments. OneDesk lets you auto-route your email tickets based on which inbox they originated. Have different workflows? Create different ticket types. Types can be distinguished by name or icon and can have unique statuses, workflows, and automation rules.

Capture every detail

All details from the email are captured on the ticket, including the subject line, body, and attachments. The customer can receive and send replies from their own inbox. Replies are captured on the same ticket.

Productive email ticketing

Centralize your email tickets in OneDesk – no more lost context, or missed updates. Use powerful organization tools and work views to stay on top of tickets and get clarity on assignments and progress.

Resolve collaboratively

Communicate with your team or customers in-context. View ticket details or history before responding to customers. Tag and notify team members to join a conversation. Create private internal conversations to discuss ticket resolution.

configurations for professional services

Highly configurable

Customize your email ticketing system to fit your needs. Create unique statues, custom fields, multiple ticket types, and much more.

Multiple work views

Work the way you want with everything from lists, to boards, to workload views and flexible filters, groupings, and more. Plus save and share your custom views.

Automate everything

When a ticket is created inside OneDesk, automations can be applied to fit your specific workflow needs. Automations are flexible and powerful tools to cutdown on work. Automatically:

Assign
Route
Reply
Update
And more!

Resolve common questions

Save time while giving accurate and complete information with saved replies. With just a click you can insert the reply into a message. Plus, enable a knowledgebase to let customers find answers on their own terms.

Powerful macros

Create and save macros to perform bulk actions like assignment or replies with just a click.

Measure performance

Schedule regular reports to your inbox on ticket data. Monitor key performance metrics from your charts dashboard.

Everything to deliver great support

Email ticketing is just the beginning.

SLAs

Effectively manage your ticket response and resolution time with SLAs.

Notifications

Stay updated with push and email notifications on tickets.

Workflows

Automate actions and define your workflow with easy and flexible rules.

Integrations

Connect MS 365, Gmail, WordPress, QuickBooks, and more for a better experience.

Mobile

Reply to customers, update tickets, and stay up-to-date from the OneDesk mobile app.

Surveys

Get value feedback and keep an eye on agent performance with satisfaction surveys.

Time Tracking

Log time and monitor performance with easy to use timesheets and timers.

Live Chat

Provide real time support to customers with built-in live chat for your website.

Start managing your tickets

Free for 14 days.