Email is the most preferred channel of companies to support customers. But email clients are just not built for support. Most of them make essential support activities like tracking, organizing, prioritizing and assigning emails very difficult and cumbersome, which results in poor support performance.
Which is why more and more companies have started using helpdesks to tackle customer queries. They can integrate their support email (and other channels) in a single helpdesk and manage all of their customer conversations in one place.
Email ticketing is the process of converting support emails into helpdesk tickets. As tickets, support emails can be assigned to agents, given priority and be assigned a status too. They can be tracked easily and support teams never have to worry about important emails slipping through cracks.