Overview

Core's email configuration controls how emails are sent to customers and team members, how inbound emails create and update tickets, and how your brand appears in communications.

Outbound Email

Email Sender Settings

Configure who emails appear to be from:

Go to Settings > Email
Set From Name: Your company name
Set From Email: noreply@yourdomain.com
Set Reply-To: support@yourdomain.com
Save settings

Custom Domain

Use your own domain for better deliverability:

Go to Settings > Email > Custom Domain
Enter your domain
Add the provided DNS records:
- SPF record
- DKIM record
- DMARC record (optional)
Verify domain configuration
Enable custom domain sending

Email Templates

Customize notification emails:

Go to Settings > Email > Templates
Select a template to edit:
- Ticket Created
- Ticket Updated
- Ticket Resolved
- Password Reset
Edit subject and body
Use available variables
Preview and save

Available Variables

Use these in email templates:

Variable	Output
`{ticket.id}`	Ticket number
`{ticket.title}`	Ticket subject
`{ticket.status}`	Current status
`{ticket.priority}`	Priority level
`{ticket.url}`	Link to ticket
`{customer.name}`	Customer name
`{company.name}`	Company name
`{technician.name}`	Assigned technician
`{workspace.name}`	Your MSP name

Inbound Email

Email-to-Ticket

Create tickets from emails:

Go to Settings > Email > Inbound
Enable Email-to-Ticket
Configure support email address
Set default ticket properties
Save settings

Support Email Address

Core provides a support address:

Format: support@yourworkspace.core-app.com
Forward your support@ email to this address
Or use directly as support contact

Email Parsing

Configure how emails become tickets:

Setting	Description
Subject → Title	Email subject becomes ticket title
Body → Description	Email body becomes description
Sender → Contact	Match or create contact
Attachments	Include email attachments

Thread Recognition

Link email replies to existing tickets:

Enable Thread Recognition
Replies to ticket notifications update the ticket
Based on email headers and subject line
Customers reply to notifications, updates appear on ticket

Auto-Response

Send automatic acknowledgment:

Enable Auto-Response
Customize the response message
Include ticket number and portal link
Set delay before sending

Email Routing

Rules-Based Routing

Route emails based on criteria:

Go to Settings > Email > Routing Rules
Create rules:
- By sender domain: Emails from @client.com
- By subject: Contains "urgent"
- By keywords: Specific terms in body
Set actions:
- Assign to technician
- Set priority
- Add category
- Add tags

Example Rules

Condition	Action
From @bigclient.com	Assign to Account Manager
Subject contains "down"	Priority = Critical
Subject contains "password"	Category = Password Reset

Email Signatures

Team Signatures

Create consistent email signatures:

Go to Settings > Email > Signatures
Create signature templates:
- Include name, title, contact info
- Add company branding
- Include social links
Assign to team members

Signature Variables

Dynamic signature content:

Variable	Output
`{user.name}`	Technician name
`{user.title}`	Job title
`{user.email}`	Email address
`{user.phone}`	Phone number
`{workspace.name}`	Company name
`{workspace.phone}`	Support number

Email Tracking

Read Receipts

Track when emails are opened:

Enable Email Tracking
Track:
- Email opened
- Links clicked
- Open count and times
View in ticket activity log

Delivery Status

Monitor email delivery:

Sent: Email submitted
Delivered: Reached recipient server
Opened: Recipient opened
Bounced: Failed delivery
Complained: Marked as spam

Blocklist Management

Blocked Senders

Prevent spam tickets:

Go to Settings > Email > Blocklist
Add email addresses or domains
Blocked emails don't create tickets
Optional: Send auto-reply or silently ignore

Spam Detection

Automatic spam filtering:

Known spam patterns blocked
Suspicious emails flagged for review
Adjust sensitivity in settings

Testing

Send Test Email

Verify email configuration:

Go to Settings > Email
Click Send Test Email
Enter recipient
Review received email

Inbound Test

Test email-to-ticket:

Send email to your support address
Verify ticket is created
Check field mapping
Test reply threading

Troubleshooting

Emails Not Sending

Check:

Email settings are configured
Custom domain is verified
No sending limits exceeded
Check email logs for errors

Emails Going to Spam

Improve deliverability:

Verify custom domain
Add SPF, DKIM, DMARC
Avoid spam trigger words
Maintain sender reputation

Inbound Not Working

Verify:

Email forwarding is configured
Support address is correct
Check for bounces
Review routing rules

Email Configuration