Turn your support email into a ticket inbox
Connect support@yourbusiness.com. Every email to it becomes a ticket, and replies go out from the same address.
Included with TrilliOne Business and TrilliOne Pro
- In Desk, go to Support inboxes and click + Add Account.
- Choose your provider and enter the address and password. Gmail, Yahoo, iCloud and AOL need an app password; see Connect an email account for how to make one.
- Set Pipeline to Ticket pipeline.
- Under Ticket portal, choose the help page these tickets belong to. This brands the emails and pages your customers see.
- Click Test Connection, then Save once both checks pass.
From then on, every new email to that address becomes a ticket within a few minutes, with the sender filled in as the contact. Only mail from about the last day onward is picked up, not the inbox’s history.
- One help page can have several inboxes (support@ and help@, for example).
- Your mailbox is only read: messages aren’t moved, deleted or marked as read.
- Attachments on incoming emails don’t come through to the ticket. Customers can attach files on their ticket page.
Use a dedicated support address. Every message sent to a ticket inbox becomes a ticket.