Tickets from email, with unknown senders held
Each team can have its own email address, such as support@ or maintenance@. An email to it becomes a ticket for that team, and replies land on the same ticket. Senders you do not know are held for review, added by their email domain, or turned away.
PLANSEvery plan
The problem it solves
- Requests pile up in a shared mailbox, and two people answer the same one while another waits for days.
- Nobody can say when an email request was first answered.
- Anyone on the internet can write to the address and create work for your team.
- A new person at a client writes in, and the desk has to work out which company they belong to.
How it works
- Your administrator sets up incoming email and your email domain once; we connect your mailbox during set-up.
- Open the team under Helpdesk > Configuration > Tickets > Teams and, under Intake, type the Email Alias, such as support. Then choose the domain after the @.
- Choose what happens with Emails from Unknown Senders: Hold for Review, Add to the Organisation of the Email Domain, or Reject.
- An email to the address becomes a ticket for the team. The subject is the title, the email is its first message and the Channel is Email.
- A sender you know becomes the requester, filed under their organisation. Their reply to any ticket email is added to that ticket.
- Held tickets carry the warning Raised by email from an unknown sender: check the customer and requester, and the To Review filter finds them.
Everything it does
The address
- One alias per team, on your email domain; no limit on teams or addresses
- Tickets from the address belong to the team's Entity
- Attachments in the email stay on the ticket
- A reply to a ticket email lands on the same ticket
Unknown senders
- Hold for Review (the default): the ticket is made without a requester and marked to review
- Add to the Organisation of the Email Domain: the sender becomes a member contact of the customer whose Email Domains match. With no match the ticket is held for review
- Reject: only senders already in your contacts can raise tickets by email
- Email Domains are set on each customer organisation, comma separated
Once it is a ticket
- Routing, assignment, response-time targets and contract cover work as for any ticket
- The team's first public reply meets the First Response target
- A customer's reply to a ticket waiting on them sends it back to work
- From Growth, with AI and Sort tickets from email switched on, the AI sets the kind of issue and priority of a new email ticket. If the AI fails, the ticket is made anyway
Who uses it
Helpdesk AdministratorGives each team its address and chooses the rule for unknown senders.
Technician / AgentWorks email tickets like any other and replies with Send message, which goes out by email.
Team LeadChecks the To Review tickets, sets the right customer and requester, and assigns them.
CustomerWrites to the address and replies to the ticket emails, with no login needed.
Where you use it
- Email: the team's address on your domain
- Web: the Intake group of the team; the To Review filter in the ticket list
What you control
Settings
- Emails from Unknown Senders: Hold for Review
- Email Domains per customer: empty
- Sort tickets from email: off, and AI in the helpdesk off (Growth)
Notifications
- Ticket Received: to a known sender, by email, with the ticket number and expected times
- Customer Replied: to the technician when the customer answers, in the app's inbox (app push is built and not switched on yet)
Questions
Can we stop strangers creating tickets?
Yes. Choose Reject for unknown senders, and only people already in your contacts can raise tickets by email. Or hold them for review.A new person at a client writes in. What happens?
With Add to the Organisation of the Email Domain, they are added as a member of the customer whose email domain matches. The ticket is theirs. Without a match, it is held for review.Will replies go to the same ticket?
Yes. A reply to any email about a ticket is added to that ticket, with its files.Has this been set up on a real mailbox?
It is built and tested on our test systems. We connect your mailbox during set-up and send test emails with you before your customers use the address.How many addresses can we have?
One per team, and as many teams as you need on every plan.Related features
RAISING A TICKETRaise a ticket from the portal, the app or the officeCustomers and internal requesters raise tickets on the portal or in the phone app, and your office enters one for a caller or a walk-in. The form asks for the kind of issue, the place, photos, a time that suits, and whether it is urgent.SET-UPTeams, working hours and stagesEach service team has its members, a lead, its own working hours and holidays, and its own email address. Tickets move through stages you name, and a waiting stage stops the response-time clock while you wait on the customer, parts or a quote.CUSTOMERS, SITES AND EQUIPMENTCustomer organisations, their people and account managersEach customer is an organisation with its people, its email domains, a default team and an account manager. Its people sign in to the portal as admins or members. You decide whether members see only their own tickets or all of the organisation's.MORE IN THE PRODUCTTickets over WhatsAppCustomers send a WhatsApp message, photo or voice note to your number and a ticket opens for them, or their open ticket continues. Your team's replies on the ticket go back to them on WhatsApp.MORE IN THE PRODUCTAI on tickets: summary, reply and resolution draftsAI reads a ticket and writes drafts for your team. They are a summary with the next step, a reply to the customer, the resolution note, and the issue type and priority. Nothing reaches the customer until a person sends it. It is off until you switch it on, and each request uses AI credits.
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