Sending an Email message from a ticket

You can send an email message to a customer or another application user while adding a new ticket or from the Ticket detail view. The email can provide ticket information; to inform others including the customer that you opened the ticket, or to ask questions to help resolve the issue.

To send an Email message from a ticket:

Click Tickets on the Navigation Bar.
Use the Lookup on the Tickets list view, to find the ticket, and access the detail view for the ticket. See Using lookup
Click Email Details on the Ticket detail view, on the toolbar.
Click one or more of the recipient options in the Send Ticket Email window, under To.

Select one of the types of information to send under Type of Email. The options are:


Option	Action
Ticket Information	Message includes the Received Date, Description, Resolution (if available), any Internal Comments, and Ticket ID.
None	The ticket ID populates the subject line of the email message. No other ticket information is included in the message.

Note: Internal Comments are only available to other application users. If one of the email recipients is a contact, the Internal Comments are not included in the email.

Click OK.
Perform one of these actions to send an email:
- Click Send. The message is not recorded in history.
- Click Send to CRM if using Microsoft Outlook. If you attached a file and require to save it as an attachment, click Yes to save the attached file as an attachment, when prompted. The email message is recorded to history, and the file is displayed on the Attachments tab. See Attachments tab