Despite the rise of live chat and social media support, email remains the primary channel for most B2B and many B2C support teams. How your helpdesk handles email-to-ticket conversion directly affects response times and agent efficiency.
Why email persists
Customers prefer it for complex issues. It creates a natural paper trail. It works across time zones without requiring real-time availability. For B2B companies, email is not going away.
What good email-to-ticket looks like
Automatic ticket creation from incoming email. Thread tracking so replies stay attached to the right ticket. Sender recognition that links to existing customer records. FyneDesk and Help Scout both handle this natively with minimal configuration.
Common pitfalls
Auto-replies that loop with the customer email server. Lost attachments during conversion. Tickets created from spam or internal emails. Test your email-to-ticket flow thoroughly before going live.
The routing problem
If you support multiple products or departments, you need email routing rules. Some platforms like FyneDesk handle this with organization-based routing built in. Others require you to set up separate email addresses and manual rules.