As part of the processing of tickets that reach todo4teams via e-mail  there are the following basic possibilities or it can be distinguished by different business cases.

Briefly summarized there are four principle was of processing of e-mails:

1. The agent can independently handle the ticket and reply to the received e-mail.
So the processor needs no further help from others.

The agent can not independently carry out the ticket, as further information is required.

2. In the simplest case another user in todo4teams help there. The ticket within todo4teams can be forwarded, the original user remains in this case the owner of the ticket.
3. If the expertise of an expert is required, the appropriate expert must first be created for this purpose in todo4teams. A query considering a ticket can then be sent to these experts. The details on the procedure can be found on this in chapter 10 of this manual for further information.
4. If neither another user nor an internal expert can help or there are more information from outside is required. To further processing of this ticket it can be edited in a way that an external forwarding to an email address outside is accomplished. The ticket is then in the case of an external forwarding "finished" on the status of the initial user but nevertheless the user remains the owner of the ticket.

Regardless of the sequence of processing a ticket an appropriate response by e-mail to the original sender is required  as part of an adequate finishing of the tickets.