How can I start a new email / ticket with a customer?

Question

We've been using Service Desk awhile now, and all of our emails are working through when people create tickets.

What I'm trying to do is create a new ticket myself that would be the start of a conversation with a customer.

Is there any way to do this?

For example, I just want to follow up with a previous client about some work we did with them.

I don't want to reply to a previous we ticket we had open, because then that re-opens the ticket and messes with my SLA stuff.

I just want to create a brand new ticket where I am the one starting the communication, but then I can track it in here just like any other ticket.

If it makes any difference I do have Atlas CRM, and I don't see any way to do it through that either..??

Any information on this would be greatly appreciated.  Thanks!

Drew Angell · Answer

I've been trying to test this with myself.  I create a ticket through my user portal, and I fill in my personal email address as the reporter.  The ticket gets created and shows up in Service desk just fine, but I don't ever see any email in my personal inbox.

Then if I reply through service desk I do see the email.  So I'm a bit confused here.

Patricia Francezi_iDev_ · Answer

waiting your feedback if it works :)

Im here for any other question related, ok?

Zoryana Bohutska _SaaSJet_ · Answer

Thank you very much for the help!