While TeamSupport can handle e-mail in a number of different ways, below is a list of recommended e-mail practices:

1. Forward your Support e-mail address to your TeamSupport dropbox.  This is easily accomplished on most e-mail systems, but will require your mail administrator to set it up.  Once your support e-mail address is forwarded, any new e-mail sent to that address will create a new ticket within TeamSupport.
2. Set your "Organization Reply To" address (located in Admin-EMail) to the address you are forwarding into TeamSupport.  This way your customers will see your e-mail address as opposed to the long system email address.
3. When tickets are created in TeamSupport and you want to reply back to the customer, simply add a new action in the ticket and check the "Visible to Customer" checkbox.  Any customer associated with that ticket will get an e-mail will the updated information.  You can read more about this under Web Conversations.
   
4. Customize your e-mail templates to include your logo, graphics, and custom colors.  This will make your support e-mails look very professional and clean.
5. Create a new status called "Customer Responded" (or similar) and set it's "EMail Response" value to true.  This status will be set whenever an end user updates a ticket via e-mail and will give you an easy way to see when a customer has replied.  Note - this has been done for you as a system default but you can change it if you like.