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I need requester can open a ticket by just sending an email,

is this possible ?

Hi Mo.Wael,

Yes, this is possible on Freshservice. You need to setup helpdesk email and that will become a channel for users to raise a ticket.

Any email sent by user to the helpdesk email will be converted into an Incident ticket in helpdesk.

Please refer to the below article for your reference.
https://support.freshservice.com/en/support/solutions/articles/50000000441-how-to-activate-a-helpdesk-email-address-

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