Email-thread ticketing

Email-thread ticketing connects your support inbox to Chatasist tickets. The mechanics — managed inbound email processing, correlation by message headers, and the closed-ticket auto-reply — are described in Email to ticket. This page focuses on the ticket-side behavior.

What happens on the ticket#

• New thread → new ticket. A fresh email opens a ticket on your configured board.
• Reply → comment. A reply on an existing thread appends a comment. Staff replies are internal; the customer's replies are customer-visible and notify the assignee.
• Notifications. Customers receive email based on your per-workspace mail settings (on comment, on create, on update, on status change).
• Closed-ticket auto-reply. A reply to a closed ticket triggers a one-time automatic response.

Branding#

Email to customers uses your workspace's ticket logo and includes the customer contact URL you configure under Settings → Tickets.

Boards & fields

Configure boards, columns, priorities, and labels.