Set up support departments A department is the queue a ticket lands in and the mailbox its replies come back to. Get the mailbox right and the help desk runs by itself.
Escalation rules for tickets left too long An escalation acts on a ticket that has waited too long: it changes the priority, moves the department, assigns somebody or sends a notification.
Ticket replies by email: import or pipe Customers reply to ticket emails. Those replies reach the help desk one of two ways; use one, not both.
