User manual · Requesters
Email and your tickets
How sending and replying to email can open, update, or continue a ticket.
This page explains what happens when you use email instead of, or alongside, the TicketMan website.
Opening a ticket by email
If your organization has set up a support email address, sending a message to it creates a ticket automatically. You do not need to sign in to TicketMan to do this, though you can sign in afterward to follow its progress on "My tickets".
Replying by email
Every message TicketMan sends you about a ticket comes from that same support address. If you reply to that email, your reply is added to the ticket's conversation, the same conversation you would see on the ticket's page.
Update notices by email
Besides replies from the support team, TicketMan also emails you a short notice when something happens to your ticket: it was created, someone started handling it, its status or priority changed, or a reply arrived. Each notice contains a link that takes you straight to the ticket's page. The same updates appear under the bell icon on the website, as described in "Following your ticket".
These notices are for your information. If you want to respond, open the ticket through the link and reply there, or reply to a message from the support team.
Replying after a ticket is resolved
If you reply by email to a ticket that has already reached the "Resolved" status:
- Within 14 days of it being resolved, your reply reopens the ticket automatically and work continues.
- After 14 days, your reply instead creates a new ticket. The new ticket links back to the original one, so from the new ticket you can always find your way back to the old one.
This follows the same 14-day rule described in "Following your ticket". The difference is what happens once the window has closed: a reply by email opens a new linked ticket for you automatically, while a reply on the website does not reopen or create anything, since "Reopen request" is only available within the 14 days.