Tickets and email

Receive email

Go to Settings → Email & tickets. You get a forwarding address. Forward your support mailbox (for example [email protected]) to that address, and every email arrives in the inbox as a conversation.

• Replies stay in the same conversation.
• Auto-replies, bulk mail, spam and mail loops are filtered out.
• You can set an automatic answer for new emails.
• You can send replies through your own SMTP server, so customers see your address.

Tickets

A ticket is a request that needs follow-up. Tickets have a number, a type and a state: Submitted, In progress, Waiting on customer and Resolved.

You can turn a chat into a ticket, or create a ticket by hand.