Email

ActionConnect handles email in two directions: inbound (customer emails become tickets) and outbound (notifications and replies sent to customers). This guide covers what tenant admins configure.

Email-to-ticket (inbound)

Customers can reach your helpdesk by emailing your support address. When a message arrives, ActionConnect:

1. Parses the email and stores the original message safely.
2. Resolves which organization it belongs to from the destination address.
3. Threads it using standard email headers (Message-ID, In-Reply-To, References):
   • A new conversation opens a new ticket (source = email).
   • A reply to an existing conversation appends a comment to the matching ticket.

This means a customer can carry on an entire support conversation from their inbox, and every message lands on the right ticket.

NOTE

Your organization's inbound support address is configured during provisioning. Confirm it works by sending a test email and checking that a ticket appears.

Outbound email and notifications

ActionConnect sends outbound mail for replies and notifications. Each message is rendered from an email template using so the content is consistent and on-brand. Outbound mail is sent through ActionConnect's configured email provider, and delivery status (sent, failed, bounced) is recorded.

Email templates

Admins can edit email templates to control wording and branding for the messages your customers and agents receive (ticket received, new reply, ticket resolved, and so on). Templates pull in values via placeholders.

Notification preferences

Outbound notifications honor each user's notification preferences before being sent, and the same events are mirrored as in-app notifications. This means people are not double-notified beyond what they have opted into.

Branding in email

Customer-facing emails carry your branding — logo and copy — so they match your portal. See Branding.

Tips

• Send yourself a test email to confirm email-to-ticket threading works.
• Keep email templates concise and ensure placeholders are correct.
• Review notification defaults so your team is informed without being overwhelmed.