What is the difference between envelope icon and green balloon icon?

Illustrations

Maybe you have noticed that sometimes on the top left corner of the ticket, there is an envelope near the email address.

envelope_icon.png

But also there could be a green balloon as well.

green_balloon_icon.png

Difference

So, the difference between the above icons is as described below:

Note: For more detailed description of the ways of creating Helpdesk tickets, please check this documentation article.

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