Email-to-ticket (support inbox)
Connect a support mailbox and every email to it becomes a ticket; replies from agents go out as email, and the customer's answers thread back into the same ticket.
Setup
- Go to ticket settings and open Ticket Email Settings.
- Enter the IMAP details of the mailbox (host, port, encryption, username, password) and enable it.
- Vivotics polls the inbox and converts unseen mail into tickets. Unknown senders get a lightweight requester profile automatically.
Working a ticket
- Reply sends an email to the requester and logs it on the ticket.
- Add Note is internal: visible to agents only, never emailed.
- Tickets carry an agent, group, type, channel and priority for routing and reporting; reply templates handle repeated answers.
Convert a ticket to a task
Some requests are really work items. Open the ticket and use Convert to task: a linked task is created carrying the subject and first message, and a note with the task link is left on the ticket. Converting twice is safe: you are taken to the existing task instead of creating a duplicate.
Automations
The A support ticket is created trigger lets you spawn follow-up tasks, notify people, or escalate; see recipes.