Email ticketing
From email to case
– an organised workflow
A case brings the conversation, responsibility and next action together. Follow the enquiry from its first message until the customer has an answer.
Use the same basic steps for everyday enquiries. A consistent routine makes it easier to pick up an unfamiliar case and understand what still needs doing.
Check how email arrives
Start with redirection from your existing mailbox or a hosted Svarlane address. Follow the mailbox setup guide and complete its test before relying on the new workflow.
Check that an incoming message shows the original sender. Send a reply and continue the conversation as a customer to check that the history stays together.
Read, assess and assign
Read the latest message alongside the earlier conversation. Identify the customer’s question, any missing information and the next action needed to move the enquiry forward.
Assign the case to the person following up. Use priority and tags when they help the team identify urgent work or group enquiries around a useful topic.
Gather context before replying
Add an internal note when a decision or check matters to the answer. Create a task when someone needs to investigate, and record the result with the case.
If information is missing, reply with a specific question. Explain what you need from the customer and what you will do next once you receive it.
Resolve and be ready to follow up
Before sending a solution, check that it addresses the original question and explains any next step for the customer. Sending the solution marks the case as resolved.
A customer reply reopens the case. Read the new message with the previous solution, confirm who follows up and update any tasks affected by the new information.
Questions about email ticketing
What does turning email into a case add?
The conversation gets a shared place for assignment, status, internal notes and tasks, giving colleagues context when they take over or help.
When should I send a reply or a solution?
Reply while you are gathering information or giving an update. Send a solution when the enquiry is answered and ready to be resolved.
How do we prepare for an absence?
Reassign outstanding cases and leave a note with the current situation, next action and promised follow-up. Review associated tasks during the handover.