Email Processors

Email processors watch connected email accounts and automatically create support tickets from incoming messages.

Setting Up an Email Processor

1. Go to Support → Settings → Email Processors
2. Click New Processor
3. Configure:
   • Email account — Select a connected Gmail or Outlook account
   • Filter rules — Match by sender, subject, or labels
   • Default priority — Priority assigned to auto-created tickets
   • Default assignee — Team member or round-robin assignment
   • Auto-labels — Labels applied to auto-created tickets

How It Works

1. Email arrives in your connected account
2. Processor checks if it matches filter rules
3. If matched, a ticket is created with:
   • Subject as ticket title
   • Email body as ticket description
   • Sender linked as the contact (creates one if needed)
   • Attachments preserved
4. Subsequent replies in the same thread are added to the ticket conversation

Best Practices

• Use a dedicated support email (e.g., support@yourcompany.com)
• Set up filters to avoid creating tickets from internal emails
• Configure round-robin assignment to distribute workload evenly