From what I remember when researching this very topic for another company, the flow went like this:<p>Person sends an email to support@yourcompany.  The ticket system monitors the account and, when the email arrives, create a ticket in the system.<p>The support staff triages the message as appropriate (it can be assigned to one or more people, etc), and respond.  Any &quot;response&quot; is returned to the user as an email.  In other words, the end user (e.g., the customer) does not know that they are interfacing with a support ticket system.  Your employees, on the other hand, only interface with the ticketing system.