# Converting an email to a ticket

## When To Convert an Email

Sometimes, a customer will email you directly to your personal or work email address.  If you want to **reply to that customer from your support mailbox**, then convert the email into a ticket.  Here's how it works. 

When you convert an email into a ticket, a copy of the email will be sent to your support mailbox and turned into a Keeping ticket.  It will arrive in your Keeping inbox as an "Open" ticket and sync'ed with your entire team.  You (or anyone else) can then reply as normal.

{% hint style="info" %}
Good to know: It can take a minute or two for the ticket to show up in your Keeping inbox after you press "Convert to ticket."  
{% endhint %}

### Open the email you'd like to convert

Open the email you'd like to convert to a ticket, then click the Keeping logo on the right side of the screen to open the Keeping sidebar. Then click the "Convert to ticket" button.

![Click the Keeping logo when viewing an email to convert it to a ticket.](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2FJuPpAoBYpZ0rl2cmu8pq%2FConvert%20to%20Ticket%20-1.png?alt=media\&token=3476b3f5-f052-4ca6-b812-dc820ad88b3d)

### Convert it to a ticket

After you click the "Convert to ticket" button, choose which mailbox you'd like to open the ticket in.  Click the blue "Create ticket" button and after a short wait, the ticket should appear **as an open ticket in your Keeping mailbox**.

![Choose which mailbox you would like to see the open ticket.](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2FekO26j02RW5PMdVYhHga%2FConvert%20to%20Ticket%20-2.png?alt=media\&token=44b0ca2c-a6ad-4d66-b2d4-1089d601ed39)