Reference
System
Help Desk email
The shared Help Desk inbox is one of the main intake channels. Working an email means claiming it, moving its content into a ticket without the formatting, and attaching files separately.
TicketingNeeds review
Due for review
This follows a procedure as described, but has not been confirmed against the current system. If what you see does not match, report it.
When you use it
- Any request that arrives by email
Quick reference
- Claim it
- Mark the message Work in Progress so nobody duplicates it
- Open the content
- Forward — you are not sending it, only exposing the text
- Copy
- Ctrl + A, Ctrl + X, then Ctrl + Shift + V into the ticket
- Attachments
- Separately, via the Attachments tab
Watch out for
- A plain paste drags the email's formatting and inline images into the description.
- Pasting does not carry attachments. Attach them deliberately.
- Put your response above the forwarded message so the two are clearly separate.