What is the 'user activation' email I receive when I email email@example.com the first time?
Each time we receive an email from a new address to firstname.lastname@example.org the Helpdesk creates a ticket and files it under the email address you used to send us an issue. This automatically creates for you a username using your email address that you can use to log in and view our ticket history with you.
What is the benefit or purpose of using a login to access the Support Desk?
The main benefit is to help you track with your submitted ticket/issue(s). While our responses go straight to your inbox, we also catalog each ticket and all of its communications to include any attachments here.
How does the system know what issue I am responding to?
When you send an email to email@example.com the Desk will use the Subject line as the unique identifier. When we respond to you from the Desk, and you respond back, the system will then know how to file that incoming mail based on the Subject line. There are some best practices to ensure this works correctly, you can find that in our Helpful Tips section.