Email Configuration
Configure email settings for ticket notifications, customer communication, and inbound email
Last updated: June 24, 2026
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 Completed
- Staff Reply
- Status Change
- Automation Email
- Ticket Approval Request
- Feedback Response
- Edit the subject and body
- Use the HTML tab only for advanced layout changes
- Use available variables
- Preview and save
Available Variables
Use these in email templates:
| Variable | Output |
|---|---|
{{ticket_number}} | Ticket number |
{{ticket_title}} | Ticket subject |
{{status}} | Current status |
{{priority}} | Priority level |
{{ticket_url}} | Link to ticket |
{{contact_name}} | Contact name |
{{company_name}} | Your company name |
{{technician_name}} | Assigned technician |
{{custom_subject}} | Automation or approval subject |
{{custom_body}} | Formatted automation, approval, or feedback message |
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. Staff-forwarded emails drop the leading FW:/Fwd: prefix. |
| Body → Description | Email body becomes description. Staff-forwarded emails keep the original request and remove an empty staff signature above it. |
| 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
See also
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