Inbound and Outbound Email

Just as you can choose an RSS feed to follow your ticket queue, you can use e-mail to work with your tickets. Zendesk has complete e-mail ticket integration.

• Several triggers spurs notification e-mails to inform about changes to your tickets. Both as an end-user and as an agent. These e-mails are freely configurable and can be branded any way you like. You can include the entire ticket-conversation in the e-mail to ensure breadth of view.
• Instead of entering you Zendesk help desk to respond to a ticket action, you can simply reply to the e-mail you have received. You can also simply write to support@accountname.zendesk.com and include the ticket ID in the mail subject (e.g. #123) to have your e-mail appended to the ticket history. Tickets without a recognizable ticket ID in the mail subject will submit a new ticket. Attachments in your mails are included in the ticket updates.
• Comments to tickets send in via e-mail are equally treated in the ticket log and can trigger new notification e-mails. The ticket log reveals when ticket updates has been performed via e-mail.

Additionally, agents can update ticket properties via email. Read more on the Email API.