Escalate if necessary
In case a ticket has not been taken care of after some time you can escalate it, for example by informing a manager, or reassigning it to somebody else. You can also send an e-mail to the customer informing him of the delay. Or you automatically close items that have been around for too long without anybody caring about it. It's up to you.
Respond Immediately via E-Mail
Your customer sends an e-mail to firstname.lastname@example.org. Teamdesk automatically creates an item and assigns it to a team member or group based on keywords in the e-mail. Your customer gets an e-mail response immediately.
You send an e-mail to your customer and when he responds his e-mail is added to the discussion thread of his initial request. All e-mail communication concerning his initial request is tracked.