Handling Your First Ticket

Step-by-Step Ticket Processing

As soon as an email arrives in your connected mailbox, MailDesk automatically creates a ticket. Here you will learn how to process it.

Open Ticket

Click on a ticket in the ticket list to open the detail view. You will see:

• Message History — All emails as a thread, sorted chronologically
• Status & Priority — Adjustable at the top right (Open, Pending, Resolved, Closed)
• Assignment — Assign the ticket to yourself or a team member
• Tags — Add tags to categorize tickets

Write Reply

Use the reply field at the bottom. Your reply will be sent directly to the sender via SMTP.

Generate AI Reply

Click the Sparkle Button next to the reply field. The AI analyzes the ticket history, linked KB articles, and internal notes, and generates a reply draft.

Internal Notes

Switch to the Internal Notes tab to leave team-internal comments. These are only visible to your team.

Link Knowledge Base

In the side menu, you will find the KB Panel. Search for relevant articles and link them to the ticket. You can insert article links directly into your reply.

Especially good replies can be saved directly as a new knowledge base article via Save as KB Article.