How to Share Email Conversations in a Ticket

As part of the transition away from email-monitored ticket creation in the Self-Service Support Center ticket system, email messages cannot be directly forwarded into the ticketing system. Instead, users and technicians who need to share an email message or thread with the ticket system must attach the email content to an existing or new ticket.

This article explains the preferred methods for including email conversations and when to use each option.

Who is Eligible?

  • All active faculty, staff, or students.

Overview

Use this process when you need to:

  • Share an email or thread to a ticket
  • Provide context from prior communication
  • Include message details that are relevant to a request or issue

Note: This guide assumes you are using Gmail as your email client. If you use an alternative email client, you may need to complete different steps than shown below.

Option 1: Attach the Email as a PDF (Recommended for Most Users)

  1. Open the email you want to share.
  2. Click the 3-dot button in the upper-right corner of the email and select Print.
  3. Change the printer destination to Save as PDF.
  4. Save the PDF file to your computer.
  5. Open the ticket at support.oakland.edu.
  6. Upload the saved PDF as an attachment.
Advantages Disadvantages
Easy to create and widely supported Does not include full email headers
Preserves formatting similar to how the email appears Limited usefulness for troubleshooting email technical issues

Option 2: Attach the Email as an EML File

  1. Open the email you want to share.
  2. Click the 3-dot button in the upper-right corner of the email and select Download message.
  3. Save the EML file to your computer.
  4. Open the ticket at support.oakland.edu.
  5. Upload the saved EML as an attachment.
Advantages Disadvantages
Includes full email headers (useful for troubleshooting) Less user-friendly
Preserves original message data exactly Must be downloaded and opened in an email client

Alternative: Add Someone to an Existing Ticket

If the goal is to include another person to the ticket (e.g., a vendor or colleague), consider these options instead of attaching emails:

For End Users

  • CC the person on the ticket's email thread
  • This will add the person as a Contact to the ticket so they can receive updates and can reply via email in the future
  • Do NOT forward a ticket email (it will not allow them to reply)

For Technicians

Advantages Disadvantages
Keeps communication centralized and ongoing Users who are not affiliated with OU will not be able to open the ticket in the browser
No need to upload multiple email attachments Ticket notifications can be forwarded, but forwarded ticket notifications cannot be replied to

Summary

  • Use PDF attachments for general communication and readability
  • Use EML attachments when header or technical details are needed
  • Use Contacts/CC when ongoing collaboration is required

Additional Support

  • OU Technology Center
  • Oakland Center, Room 44 (Lower Level)
  • Rochester, MI 48309-4479
  • (248) 370-4357
  • Office Hours: M-F 8:00am - 5:00pm
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