Web Conversations are a powerful and unique feature of TeamSupport which allows you to get out of the e-mail inbox for managing support issues.

If a ticket has been associated with a specific end user (either they created the ticket via e-mail or via the portal, or a TeamSupport user has manually associated the ticket with an end user) adding an action and marking the action as "Visible to Customers" will automatically send an e-mail to the customers associated with that ticket.  The e-mail will include a complete history of the ticket including all actions marked as "visible".  In addition, if the most recent action has attachments associated with it, those attachments will also be e-mailed.

It is important to note that when you do log a visible action, the email is placed into a queue and sent 2 minutes after saving the action.  This is a protective feature in the event your action needs to be changed for any reason.  

When a customer receives a notification about a ticket update they can simply reply to it to add a new action to the ticket automatically.

The power of Web Conversations is that it allows you to support your customers directly from within TeamSupport and does not require that you use an e-mail client for any of your day to day customer interactions.

You can read more about e-mail integration in TeamSupport here.