From what I remember when researching this very topic for another company, the flow went like this: Person sends an email to support@yourcompany. The ticket s

From what I remember when researching this very topic for another company, the flow went like this: Person sends an email to support@yourcompany. The ticket system monitors the account and, when the email arrives, create a ticket in the system. The support staff triages the message as appropriate (it can be assigned to one or more people, etc), and respond. Any "response" is returned to the user as an email. In other words, the end user (e.g., the customer) does not know that they are interfacing with a support ticket system. Your employees, on the other hand, only interface with the ticketing system.