Use HelpDesk tickets for requests that need follow-up, a clear owner and a recorded status.
Creating a ticket does not by itself prove that an outgoing email was delivered. Check the reply result when communicating with the customer.
Choose the appropriate message mode before writing. A public reply is intended for the customer; an Internal note is for your team. Check the selected mode and recipients before sending. Use internal notes for investigation details that the customer should not receive.
Assign the person or group responsible for the next action and update status as the request progresses. Review the conversation history before replying so another agent's work is not duplicated.
Tickets moved out of the inbox may need to be restored before public replies are available. Follow the ticket's on-screen message; internal notes may still be available.
For repeated work, see Automation rules and macros.