Give customers one support email address that turns every email into a
numbered ticket in your Inbox, with an automatic "we got it" reply. Customers
keep writing to your own address; PortaPro does the helpdesk part.
Where: Settings → Company Sending → Support email intake.
How it works
a readable address made for your company, on purpose: you paste it into
your mailbox settings, where a recognizable address looks trustworthy.
`support@yourcompany.com`) to it. In Gmail that is a filter on
`to:(support@yourcompany.com)` with a Forward to action pointing at the
intake address.
Messages, filed under the matching customer, or shown as Unknown • and
the address when the sender isn't on file.
number.
Forwarding a customer's email to the intake address by hand also works: the
ticket is filed under the customer who wrote it, not under you.
The acknowledgement email
Auto-reply with the ticket number switches it on or off. When off,
tickets are created silently.
ticket are never auto-replied.
it can't start a back-and-forth with another robot.
ticket.
sending address (your own domain when you have a verified sending domain).
blank to use the default (the default subject is
Ticket #{{ticket_number}} Created). Placeholders:
`{{ticket_number}}`, `{{customer_name}}`, `{{company_name}}` (shown in bold)
and `{{subject}}`.
Auto-assigning new tickets
Auto-assign new tickets picks a teammate who gets every ticket that
arrives unassigned, so it lands in their Mine view. Nobody, leave
unassigned is the default. Assigning a ticket by hand always wins.
Ticket numbering
Every Inbox conversation gets a ticket number, on any channel, and it appears
on the conversation list and the conversation header and is searchable.
Ticket numbering on this card sets the format:
using your company's time zone.
won't accept a number at or below your highest existing ticket, so numbers
are never reused.
are never cut.
A preview shows the next ticket, for example Next ticket: #08-11-1014.
Click Save numbering to keep a change. Format changes apply to new
tickets only: a ticket's number is fixed when it is created, so the number in
an old email always matches the app.