Send via email

You can send ticket information directly from a ticket through your business email to customers, partners, or other recipients, and adjust the recipient, sender account, subject, additional notes, and whether to include ticket attachments.

When you need to provide ticket information from FIRST LINE to customers, partner organizations, or other recipients who cannot log in to FIRST LINE directly, you can send it directly from the ticket through the corporate email account without having to copy the ticket content into another email system.

Before using this feature, the enterprise must first set up at least one available email account in FIRST LINE. When sending, you will choose one of these accounts as the sender.

What scenarios is this feature suitable for?

For example:

• Provide case information to the customer for confirmation.

• Forward the ticket content to a partner vendor or external support team.

• Provide the issue being handled to others who cannot log in to FIRST LINE.

• Keep the ticket and related attachments by email, or provide them for follow-up handling.

“Send via email” means sharing the current ticket information through email. It does not convert this ticket into an email conversation, nor does it change the original ticket handling process.

Send ticket

After entering a single ticket, click “Send via email” at the top to open the sending window.

The current sending window mainly includes the following settings:

Field	Description
Send to email	Required. Specify the email address to which the ticket should be sent.
Send from this address	Required. Select a corporate email account already set up in FIRST LINE; the system will send the email using this account.
Subject	The default format is #Ticket Number - Ticket Title, but you can still edit it before sending.
Include attachments	Decide whether to send the attachments in this ticket as well.
Additional notes	Additional instructions needed for this sending can be added, up to 100 characters.

After completing the settings, click “Send email” to send.

The subject is automatically filled in with ticket information

When opening the sending window, FIRST LINE will automatically create the subject using the following format:

#Ticket Number - Ticket Title

For example, if the ticket number is 1234and the title is “The device cannot start normally,” the default subject will show:

#1234 - The device cannot start normally

This allows the recipient to quickly identify the source of the ticket and makes it easy to look up the original case in FIRST LINE later using the ticket number.

If there are other email naming rules, you can also adjust the subject directly before sending.

Whether to include ticket attachments

If the ticket contains images, documents, or other attachments, you can decide whether to send them together using “Include attachments”.

For example:

• The ticket includes screenshots provided by the customer and needs to be sent to an external vendor for help in determining the issue.

• The ticket contains inspection reports or other handling documents that need to be provided to the recipient as well.

• The ticket attachments contain internal data that is not suitable for external sharing; in this case, attachment sending should be turned off.

Before sending, please confirm whether the ticket content and attachments are appropriate to provide to the current recipient. The ticket may contain customer data, internal notes, or other sensitive information, and should not be sent externally simply because the attachments already exist in the ticket.

Additional notes

“Additional notes” can be used to explain the purpose of this sending, for example:

• “Please help confirm the error screen in the attachment.”

• “The following is the current case information. Please reply by this Friday.”

• “This ticket is provided to the customer to confirm the current progress.”

This text will be sent together with the ticket notification email, so it is suitable for notes needed only for this specific sending rather than modifying the formal content of the ticket itself.

Recommended checks before sending

Before sending officially, it is recommended to confirm:

1. Whether the recipient is correct: avoid sending ticket information to the wrong person.

2. Whether the sending account fits the situation: if the company has multiple email accounts, choose the one suitable for this service or brand.

3. Whether the subject is clear: keeping the ticket number usually helps with later tracking.

4. Whether the attachments need to be shared externally: pay special attention to customer personal data and internal documents.

5. Whether the additional notes are sufficient: let the recipient know what needs to be done after receiving this email.

Emails sent from the ticket retain the relationship between this sending and the ticket, making it easy for the system to record this ticket notification. It is suitable as a way to share ticket information externally; if you need to exchange emails back and forth continuously with the customer, you should use FIRST LINE's email channel to handle formal email conversations.