Email to ticket
Turn inbound email into tickets and keep the thread in sync.
Inbound email is handled by managed email processing that parses incoming mail and forwards it to Chatasist, where it becomes a ticket or a reply on an existing ticket.
How it works#
Mail arrives
Email sent to your ticketing address is received by Chatasist, which parses the MIME message and strips quoted reply text.
Forwarded to Chatasist
The Worker posts the cleaned message to Chatasist's authenticated inbound endpoint.
Correlated to a ticket
Chatasist reads the email's In-Reply-To / References headers to match the message to
an existing ticket and tenant. A new thread creates a ticket; a reply appends a comment.
Replies sync back
Replies from staff and the customer are tracked so the email thread and the ticket stay in sync.
A reply to an already-closed ticket triggers a one-time automatic reply so the customer knows the case is closed.
Per-workspace mail settings#
Configure when customers receive email under Settings → Tickets:
| Setting | Effect |
|---|---|
| Send on comment | Email the customer when a comment is added. |
| Send on ticket created | Email when a ticket is opened. |
| Send on ticket update | Email on ticket changes. |
| Send on status change | Email when the ticket's status changes. |
| Customer contact URL | Link surfaced to the customer in ticket emails. |
You can also set a dedicated ticket logo used in these emails. See Ticket boards for the rest of the ticketing workflow.
Boards, columns, priorities, and public share links.