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.

AI Email Intake

AI Email Intake is an optional, AI-assisted upgrade to email-to-ticket, configured under Settings → AI Email Intake. When enabled, ActionConnect reads inbound email with AI and opens pre-filled tickets — with a suggested title, summary, requester, and priority/category. If the AI is unavailable, the email still becomes a ticket the usual way, so intake never stops.

To set it up:

1. In Settings → AI Email Intake, turn on Turn inbound emails into pre-filled tickets.
2. Choose a default ticket type and default status for created tickets (or leave them on the tenant default).
3. Set how often ActionConnect should check the inbox (the polling interval).
4. Enter the inbox to check (IMAP) — server, port, SSL/TLS, username, and password. For Gmail or Microsoft 365 use an app password. The password is stored encrypted and never shown again.
5. Save.

After it runs, the Scheduled check status section reports the last run — when it checked, how many messages it processed, how many tickets it created, any errors, and how many were AI-triaged.

NOTE

AI Email Intake is an admin setting. It complements the always-on email-to-ticket threading described above.

AI duplicate detection

Under AI Email Intake you can also enable Detect possible duplicate tickets. When on, new tickets are checked against recent tickets for likely duplicates — both at intake and on demand. A Possible duplicates panel then appears on a ticket, where an agent can run Find possible duplicates, review each suggestion (with the AI's similarity reason), and dismiss it or mark the ticket as a duplicate. See Tickets.

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.