Email to Ticket and Outgoing Mail

Introduction

• What it is — Email to Ticket lets users raise a ticket simply by sending an email to your support mailbox — no need to open the portal.
• How it works — The portal reads the support mailbox, creates a ticket for each new email, and replies to the sender automatically.
• Why it matters — It saves users time, ensures no request is missed, and keeps every email conversation tracked as a ticket.
• What you need — A configured support mailbox and the email-to-ticket account settings (set up by an administrator under Ticket Configuration).

  Note: Each incoming email becomes a separate ticket. Replies from the portal keep the same ticket thread, so the full conversation stays in one place.

Add an outgoing mail server

Menu path: Service Tickets → Outgoing Mail Setting → Add (plus icon)

Select Save. Use the pencil icon to edit and the trash icon to delete a setting.

Add an email-to-ticket mailbox

1. Open Service Tickets → Ticket Configuration and select Email to Ticket Settings (top right).
2. Select Add Account (plus icon).
3. Enter the mailbox details, select the Department and Problem/Request Category, and select the outgoing mail server.
4. Select Save.

Use Add Alias Account to route an alias address to a department and category. Only enabled problem categories are listed.

How emails become tickets