Folder HelpDesk Open Ticket Button

Open Ticket button: Nothing happens when I click on the "Open Ticket" button in the Outlook toolbar. How can I avoid switching between my normal inbox and my public folder?

The ‘open ticket’ button will work if you have selected an e-mail from which a ticket was generated. 

Please verify if the selected e-mail has been already converted to a ticket. 
If you select an e-mail that has not been converted, this button does nothing.