Email Processors

Automatically create and thread tickets from incoming emails with auto-processing rules.

Email processors watch connected email addresses and automatically create support tickets from incoming messages. Replies to existing tickets are threaded automatically.

Field	Description
Display Name	Friendly name (e.g., "Support Team")
Email Address	The email address to monitor (e.g., `support@yourcompany.com`)

Rule	Description
Subject Contains	Only process emails whose subject matches this text (e.g., `[URGENT]`)
Default Priority	Automatically set priority on created tickets (Low, Medium, High, Urgent)
Default Type	Automatically set ticket type (Support Ticket, Bug Report, Feature Request, Customer Request)
Auto-Assign	Automatically assign tickets using your assignment strategy
Create Contacts	Automatically create a CRM contact from the sender's email if one doesn't exist

After at least one processor is active, the Support tickets page shows it in the shared inbox readiness panel. Pair processors with routing rules and saved queues so new messages land in the right working view.

How It Works

New Emails

A customer sends an email to your configured address (e.g. support@yourcompany.com)
The email webhook receives the message
The processor checks if it matches filter rules (subject contains, if set)
A ticket is created with:
- Subject as ticket title
- Email body as ticket description
- Sender linked as the customer contact (creates one if needed)
- Default priority and type applied from processing rules
- Channel set to Email
If auto-assign is enabled, the ticket is routed to an agent
The assigned agent and customer both receive notifications

Threaded Replies

When a customer replies to a ticket email, the system detects the ticket reference in the subject line (e.g. Re: Your issue [TKT-0042]):

The reply is matched to the existing ticket via the [TKT-XXXX] reference
The email content is added as a new comment on the ticket
If the ticket was Resolved or Waiting, it reopens to Open
The assigned agent is notified

This means conversations flow naturally — customers just reply to emails, and everything is tracked in the ticket.

Managing Processors

Edit a Processor

Click the Settings (gear) icon on any processor
Update the display name, email address, or processing rules
Click Save Changes

Delete a Processor

Click the Delete (trash) icon
Confirm the deletion

Deleting a processor stops new tickets from being created from that email address. Existing tickets are not affected.

Multiple Processors

Create separate processors for different email addresses to route and categorize tickets:

Email Address	Priority	Type	Use Case
`support@company.com`	Medium	Support Ticket	General support
`urgent@company.com`	Urgent	Support Ticket	Emergency line
`billing@company.com`	High	Customer Request	Billing questions
`bugs@company.com`	High	Bug Report	Bug reports
`feedback@company.com`	Low	Feature Request	Feature suggestions

Best Practices

Use a dedicated support email (e.g., support@yourcompany.com)
Set up subject filters to avoid creating tickets from internal emails or newsletters
Configure default priority to ensure all email tickets are triaged consistently
Enable Create Contacts to build your CRM automatically from support interactions
Enable Auto-Assign to ensure tickets are never left unassigned
Consider creating separate processors for different email addresses with different priorities

Next Steps

Tickets — Manage auto-created tickets
Auto-Assignment — Configure how email tickets are routed
SLA Policies — Set targets for email-created tickets
Customer Portal — Another intake channel for customers