Email Configuration
Set up ticket email, sending domains, templates, and inbound routing
Core receives customer email at the workspace address shown in Settings → Domains. You can use that address directly or forward your existing support mailbox to it. The old Settings → Email URL opens the Domains page.
Set up receiving and sending
- Open Settings → Domains and copy the Generated Email Address.
- Configure forwarding from your support mailbox, or give customers the generated address.
- If you want email to come from your own domain, add and verify a custom sending domain, then set it as primary.
See Domain Management for the DNS setup. Custom sending-domain verification does not require changing your existing mailbox's MX records.
Customize email templates
- Open Settings → Templates → Emails.
- Select the template you want to change.
- Edit the subject and body. Use the variables offered for that template.
- Review the preview and save.
Templates cover ticket creation, updates, completion, staff replies, status changes, automation email, approval requests, and feedback responses. Use the HTML editor only when you need to change the layout.
Common variables include {{ticket_number}}, {{ticket_title}}, {{status}}, {{priority}}, {{ticket_url}}, and {{contact_name}}. Automation, approval, and feedback templates can use {{custom_subject}} and {{custom_body}}. The available context differs by template, so confirm the preview before saving.
Upload the email-header logo in Branding.
Route incoming email
Incoming messages are processed by Email Received automations. Open Automation and review the seeded email workflow before adding another.
- Limit an email trigger by From Address or Subject Pattern when needed.
- Use Resolve Contact and Create Ticket steps to connect the sender and create the work.
- Use Insert Variable to include the sender, subject, body, and parsed fields.
- Use Test with past email on a customer step to preview the saved workflow without writes.
The subject becomes the ticket title and the body supplies the description. Staff-forwarded requests remove the leading FW/Fwd subject prefix and an empty staff signature above the original request. Replies recognized as part of an existing ticket conversation are added to that ticket.
Company email domains support customer matching. Public providers such as Gmail cannot be assigned as company domains. See Company Management.
Verify the workflow
Send a clearly labeled test request to your support address. Check the ticket's company, contact, title, description, and attachments. Reply to its notification and confirm the reply appears on the same ticket.
If mail is missing, check the forwarding destination first, then the automation's execution history and the ticket's email activity. A message recorded as sent does not by itself confirm delivery to the recipient.