Converting an email to a ticket

Learn how to change an email in your personal inbox into a Keeping ticket that is shared with your entire team.

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.

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."

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.

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.