Email-to-Ticket

When a client sends an email to your support address, it can automatically create a ticket or add a reply to an existing conversation. This keeps everything in one place without requiring clients to log in to the portal.

How incoming emails are processed

When an email arrives, the system checks it against a few rules:

1. Spam check — If the sender is on the spam list, the email is rejected.

2. Match to existing conversation — The system checks if the email is a reply to an existing ticket or order. If so, the message is added to that conversation.

3. Create new ticket — If no match is found, a new ticket is created with the email subject as the ticket subject and the email body as the first message. This requires the helpdesk module to be active.

Auto-generated emails like out-of-office replies, delivery status notifications, and bounce messages are automatically filtered out and will not create tickets.

If the sender is not an existing user, a new contact account is created automatically before the ticket is opened.

Replies to existing tickets

When a client replies to a ticket notification email, the reply is automatically matched to the correct ticket and added as a new message. If the ticket was closed, it gets reopened automatically.

Staff replies via email work the same way — if a team member replies to a ticket notification, their response is added to the ticket and the client is notified. Staff can also include [Reply to Team] in their email to send a team-only note that is hidden from the client.

Replies to orders

Email replies also work for order conversations. If a client replies to an order notification email, the message is added to that order’s conversation thread. Note that if the order is completed and locked, client email replies will be blocked.

CC collaborators

When an incoming email has CC recipients, those addresses are automatically added as collaborators on the ticket. Collaborators can follow the conversation and reply via email just like the original sender.

Forwarding emails

If a staff member manually forwards an email to the support address, the system detects the forwarding and extracts the original sender from the email body. This creates a ticket on behalf of the original sender rather than the staff member who forwarded it.

Ticket sources

Tickets can be created from multiple sources, and each ticket tracks where it came from:

• Client Portal — Client creates a ticket from the Tickets page

• Email — Incoming email that doesn’t match an existing conversation

• Admin — Staff member creates a ticket manually

• Contact form — Submission from a public contact form

• API — Created via the developer API

Spam handling

When you mark a ticket as spam, the sender’s email address is added to a spam list. Future emails from that address are automatically rejected and won’t create new tickets.

You can manage the spam list from the ticket settings.