When processing tickets that reach todo4teams via email, the following basic options exist and different business cases must be distinguished.

A brief summary of the four basic options for email processing:

1. The processor can handle the ticket independently and respond to the email received.

The editor therefore does not need any further help from others.

The processor cannot complete the ticket independently because further information is required.

2.  In the simplest case, another user in todo4teams can help there. For this purpose, the ticket can be forwarded within todo4teams

3. The expertise of an expert is required; the corresponding expert must be created in todo4teams. An inquiry can then be sent to this expert to complete a ticket. The details of the procedure can be found in the manual.

4. Neither another user nor an internal expert can help and further information from outside is required. For this purpose, the ticket can be processed in such a way that an external forwarding is sent to an external email address. In the event of an external forwarding, the ticket then goes to the status "done", but the processor remains the owner of the ticket.

Regardless of the procedure, the person processing the ticket must respond by email to the original sender of the received email in order to adequately deal with the ticket.