When an end-user emails you directly to request Support we need to re-direct that request into Zendesk Support. We do so by forwarding that email to Zendesk.
Here are two options to do so, depending on the situation:
Option 1
If you intend to work on the ticket yourself there's no need to notify the T1:TRIAGE group that a new ticket has arrived - forward to mytickets@promosuitehelp.zendesk.com and no notification is sent.
Option 2
For whatever reason, you don't intend to work on the ticket yourself (at least in the near term) but the problem can't "sit" - forward to support@promosuite.com and members of T1:TRIAGE will be notified there is a new ticket.