Email to ticket

ActionConnect turns email into tickets automatically, so customers can reach you by writing to a support address and your team works the result as a normal ticket — replies included.

Inbound: email becomes a ticket

When a message arrives at your support address, ActionConnect:

1. Resolves which organization the address belongs to.
2. Stores the raw message in your organization's storage.
3. Threads the message using its Message-ID, In-Reply-To, and References headers.

A message that starts a new thread opens a new ticket (with source email); a message that replies to an existing thread is appended as a comment on that ticket. This keeps an entire email conversation on one ticket instead of scattering it across many.

Outbound: replies and notifications

When your team replies — or when a notification fires — ActionConnect renders the matching email template (filling in ) and sends it through the email provider. The send result (sent, failed, or bounced) and the provider's message id are written back, and the message is mirrored to in-app notifications, honoring each recipient's notification preferences.

Default templates for ticket-created, ticket-reply, and sign-in (magic link) emails are seeded for every organization, and admins can edit them. See Email.

Tips

• Reply from within the ticket so threading stays intact.
• Customize the seeded email templates to match your brand and tone.
• Pair inbound email with Automations to triage or route new email tickets automatically.