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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.

Setting Up an Email Processor

  1. Go to Support > Settings > Email Processors
  2. Click the + button
  3. Configure the basic settings:
FieldDescription
Display NameFriendly name (e.g., "Support Team")
Email AddressThe email address to monitor (e.g., support@yourcompany.com)

Auto-Processing Rules

Below the basic settings, configure optional processing rules to automate ticket categorization:

RuleDescription
Subject ContainsOnly process emails whose subject matches this text (e.g., [URGENT])
Default PriorityAutomatically set priority on created tickets (Low, Medium, High, Urgent)
Default TypeAutomatically set ticket type (Support Ticket, Bug Report, Feature Request, Customer Request)
Auto-AssignAutomatically assign tickets using your assignment strategy
Create ContactsAutomatically create a CRM contact from the sender's email if one doesn't exist
  1. Click Add Email

How It Works

New Emails

  1. A customer sends an email to your configured address (e.g. support@yourcompany.com)
  2. The email webhook receives the message
  3. The processor checks if it matches filter rules (subject contains, if set)
  4. 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
  5. If auto-assign is enabled, the ticket is routed to an agent
  6. 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]):

  1. The reply is matched to the existing ticket via the [TKT-XXXX] reference
  2. The email content is added as a new comment on the ticket
  3. If the ticket was Resolved or Waiting, it reopens to Open
  4. 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

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

Delete a Processor

  1. Click the Delete (trash) icon
  2. 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 AddressPriorityTypeUse Case
support@company.comMediumSupport TicketGeneral support
urgent@company.comUrgentSupport TicketEmergency line
billing@company.comHighCustomer RequestBilling questions
bugs@company.comHighBug ReportBug reports
feedback@company.comLowFeature RequestFeature 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

SLA Policies

Define response and resolution time targets with live compliance tracking and automated breach alerts.

Ticket Templates

Create templates for consistent ticket creation.

On this page

Setting Up an Email ProcessorAuto-Processing RulesHow It WorksNew EmailsThreaded RepliesManaging ProcessorsEdit a ProcessorDelete a ProcessorMultiple ProcessorsBest PracticesNext Steps