Email ticketing software.
One clear support queue.

Turn incoming support email into a trackable ticket.

Once an Admin checks and enables your support mailbox, new eligible messages become tickets in your company’s queue. Your team can assign work, set priority, and follow requests from New Request through Active, Pending, Resolved, and Closed.

Matching email replies from the requester join the existing conversation. Public replies, authorized internal notes, and timestamped activity help the next technician understand the issue. Learn how ticket ownership and priorities keep handoffs clear.

Starting with a shared inbox today? Our shared inbox to IT help desk guide covers when to switch and how to plan a small pilot.

Public replies, private notes, and deliberate email updates.

Email delivery status appears with the reply. Mail-server acceptance does not guarantee inbox receipt. Admins can review delivery problems in Email activity. Organization permissions control who can work on tickets and manage settings.

Understand the attachment limits before connecting a mailbox.

Supported incoming attachments are copied into private ticket storage. The limit for an incoming email is 10 MiB for the entire message, including encoded attachments, so the usable file allowance is smaller.

• Direct ticket uploads: up to 25 MB per file and 20 files per ticket, subject to workspace storage limits.
• Outgoing email: explicitly select up to 10 public ticket files, totaling 25 MB. Your provider may apply a lower message limit.
• Unsupported or oversized incoming content: originals remain in the mailbox, with a notice in Troublesheet.

File access follows the ticket’s permissions. See the email connection and attachment details when evaluating your mailbox.

Connect, check, then enable your email workflow.

1. Confirm provider compatibility. Microsoft 365 and Google Workspace connections require platform app setup before customers can connect, followed by consent and provider checks. Other compatible services use SMTP and IMAP with TLS and suitable mailbox credentials.
2. Configure as an organization Admin. Mailbox settings and connection credentials stay under Admin control. Provider policies, required permissions, and server accessibility affect whether a mailbox can connect.
3. Check the connection and enable mail. The initial incoming-mail connection check establishes a starting point at the current end of the mailbox. Historical messages are not imported. Enable sending, receiving, or both, then test a new request and reply.

Mailbox connections and user-directory imports are configured separately. Review the current integration requirements before choosing your setup.

Know what happens after someone emails support.