You may need to create a ticket from time to time and the best place to do this is on your Teamwork Desk account. You can create this from under any of the inboxes that you are a part of. Whether it's a new contact that you are mailing, or perhaps a follow up from a phone conversation.
You will then be able to select the following:
- Person or department Inbox
- Source - telephone/email
- Customer details
- Details of the issue