What is Email Settings?
Overview
Email settings allow you to connect your organisation’s support email address, such as support@yourcompany.com, directly to your ticketing system. Once connected, every email your customers send to that address is automatically captured as a new ticket, assigned a unique ticket ID, and an acknowledgement reply is sent back to the sender with their ticket reference.
This eliminates the need for manual ticket creation and ensures no customer query goes untracked or unacknowledged. Your team works within the ticketing system; your customers continue using email, the integration bridges both seamlessly.
How it works
1. Customer sends an email
A customer emails your linked support address with a query, issue, or request.
2. A ticket is created automatically
The system receives the email and instantly generates a ticket with a unique ID, capturing the subject and message body.
3. Customer receives a confirmation
An automated reply is sent to the customer from your support address, acknowledging their email and sharing the ticket ID for future reference.
4. Your team handles it in the system
Agents view, assign, and resolve the ticket within the ticketing system. Any replies are sent back to the customer from the same support address.
Supported email providers
The ticketing system supports integration with the following email providers. Each has a dedicated configuration section under Settings › Email Settings:
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Gmail For organisations using Google Workspace or personal Gmail accounts as their support address. |
Outlook For organisations using Microsoft 365 or Outlook.com accounts as their support address. |
Verification requirement
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⚠️ Verification is mandatory before the integration becomes active Saving your email settings alone does not activate the integration. Without completing verification, the system will not receive or process any incoming emails. |
After you enter and save your email configuration, the system sends a verification email to the address provided. You must open that email and confirm the verification link. Only after successful verification will the system begin monitoring your inbox and converting emails to tickets.
Who should set this up
Email settings are typically configured by an administrator or the team owner. Only one email address needs to be connected per support channel. If your organisation handles queries across multiple departments or email addresses, separate configurations can be set up for each.
Next steps
Follow the guide for your email provider to complete the setup:
▶ Setting up Gmail — Gmail configuration guide
▶ Setting up Outlook — Outlook configuration guide