How To Create Your First Ticket In EasyDesk

EasyDesk automatically creates a default support channel after your workspace setup is complete. You can immediately start receiving customer emails as support tickets without any additional configuration.

This guide will help you:

• Access your default support channel

• Send your first support email

• Receive the email as a ticket

• Assign and manage the conversation

• Reply to the customer from EasyDesk

Open Your Default Support Channel

After logging in to EasyDesk:

• Go to Settings

• Click Channels

• Open the default support channel

Your default channel appears automatically during workspace creation.

Find Your Generated Support Email

Inside the channel settings:

• Open the Ticket tab

• Locate the generated support email address

The address will look similar to:

yourcompany_support@yourworkspace.easydesk.app

EasyDesk automatically uses this email address to receive incoming support requests.

You can start receiving tickets immediately using this email.

Send A Test Email

Open your regular email account and send a test email to the generated EasyDesk support email address.

Example:

• Subject: Ticket Creation Check

• Message: Testing if the ticket creation, replying to tickets etc. is working in EasyDesk

After sending the email, EasyDesk automatically converts the message into a ticket.

Check Your Ticket Inside Inbox

To view the incoming ticket:

• Open Conversations

• Click Inbox

• Locate the newly created conversation

EasyDesk automatically creates a ticket from the incoming email and places it inside your inbox queue.

Open The Conversation

Click the conversation to open the ticket details.

Inside the conversation view, you can:

• Read the customer message

• View ticket details

• Check conversation status and priority

• Manage the support workflow

Assign The Ticket To Yourself

If you want to reply, you need to assign the conversation to yourself.

• Open the ticket

• Click Assign to me

EasyDesk will automatically mark you as the assigned agent for that conversation.

The activity timeline will also show the assignment event for tracking purposes.

Reply To The Customer

After assigning the ticket:

• Click Reply

• Type your response

• Send the message

• You can add an internal note as well. Internal notes stay private and are not visible to customers.

EasyDesk delivers the reply directly to the customer through email.

Congratulations! You have successfully made your first ticket.

Next Steps

Once you’ve verified ticket flow, you can:

• Add your own support email address

• Invite team members

• Configure groups and permissions

• Set up live chat and support portal

Need Help?

If you need help configuring your workspace, contact the EasyDesk Team.

Best Practices

• Use clear email subjects for test tickets

• Use internal notes for team communication

• Reply from EasyDesk instead of personal inbox

• Keep conversations organized with tags and groups

Common Mistakes

• Avoid sending emails to the wrong support address.

• If you invite a user as an Admin or Owner, make sure they also have agent access and group-level permissions enabled. Otherwise, they will not be able to reply to ticket conversations.

• Avoid leaving tickets unassigned

• Check spam or promotions folders if emails do not appear quickly