Currently, in order to email a customer from Help desk, you have to create a ticket and then click into the ticket to email the customer. It would be very helpful if when creating the ticket, you could email the customer at the same time
+1 for removing the friction of having to create the ticket before sending the email, combining these steps would save a lot of time
Hi everyone. I’m Sophie, one of the PMs for help desk. I’m pleased to share that this functionality is now live. If you navigate to the “+” symbol in the views sidepanel in help desk, you will now see two options: one to create a ticket, and one to send an email. If you select “send email,” the email composer will appear on the right hand side of help desk, and you’ll be prompted to enter your recipient address, subject line, and email content. When you hit send, a ticket will be created automatically. For more information on this feature, you can navigate to the product update in the product updates section of your portal. Search for “Send an email to create a ticket in help desk.”
Please note that this feature is in the process of being rolled out to all, so it may not be available in your portal yet! It should be live in all portals by EOD tomorrow, Feb 25, 2026.