Help desk ticketing · Autessa Support Desk
Email-to-ticket
Autessa Support Desk includes email-to-ticket: connect your Gmail, Google Workspace, Microsoft 365 or Outlook.com support inbox and new emails become tickets, usually within five minutes. Replies go out from that inbox in the customer’s original thread, branded with your name and color and signed by the rep.
The problem it solves
Customers already email you
Most customers will never fill in a form. They email support@. A help desk has to meet them there, keep the thread intact and send replies that look like they came from you, not from a ticketing tool.
What you get
- Connect a mailbox by signing in to Google or Microsoft, or reuse one you have already connected to Autessa.
- The inbox is checked every five minutes, and Check now picks up mail right away. Only mail that arrives after you connect becomes a ticket.
- Auto-replies are skipped, and the settings page shows the last check, the last new ticket and how many auto-replies were skipped.
- For Outlook, choose which folder becomes tickets, or everything in the inbox.
- The sender becomes a customer automatically, and their company is created from the email domain.
- Replies are sent from your connected inbox in the original thread, with your brand color, a logo for emails, a support address shown to customers and a signature under each rep’s name.
- A guided test: send an email from another address, watch it become a ticket, reply, and see the customer side.
How it works
How does email-to-ticket work in Autessa Support Desk?
Connect the inbox
In Settings, Email: pick Google Workspace or Gmail, or Microsoft 365 or Outlook.com, and sign in.
Choose which mail
Everything in the inbox, or (for Outlook) a specific folder.
Send a test
Email the support address from a different account. It becomes a ticket within minutes, or right away with Check now.
Reply from the ticket
Your reply arrives in the same email thread, branded. The customer can also follow it in the Help Center under My requests.
Every option
Email settings
| Option | What it does |
|---|---|
| Support inbox | Google Workspace or Gmail, or Microsoft 365 or Outlook.com, connected with a sign-in window. |
| Which emails become tickets | Everything in the inbox, or one Outlook folder. |
| Check cadence | Every five minutes, plus Check now. |
| Health | Last check, last new ticket, auto-replies skipped, and a plain explanation with a reconnect button if the mailbox needs attention. |
| Support address shown to customers | The address customers see on replies. |
| Logo for emails | A public link to your logo image; without one, emails show your company name in your brand color. |
| Signature | Added under the rep’s name on every reply. |
| Group support address | Each assignment group can record its own support address. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Connect or reconnect the inbox, choose which mail becomes tickets, set the outgoing address, logo and signature, and run Check now. |
| Customer (by email) | Emails support and replies in the same thread; no account is needed to get help by email. |
Connected
How it connects to the rest of Support Desk
Customers and companies
Created automatically from the sender and their domain.
Support Desk featureAI triage
Routes each new email ticket as it arrives.
Support Desk featureAI reply drafts
A draft can be waiting by the time an agent opens the email ticket.
Support Desk featureShared ticket queue
New email tickets land in the shared queue, sorted by SLA due time.
FAQ
Questions about email-to-ticket
Straight answers. If something is not covered here, book a demo and ask us directly.
Can Autessa Support Desk turn emails into tickets?
Yes. Connect a Gmail, Google Workspace, Microsoft 365 or Outlook.com inbox and new emails become tickets, usually within five minutes.
Do replies come from my own email address?
Yes. Replies are sent from your connected inbox, in the customer’s original thread, with your brand color, logo and the rep’s signature.
Will auto-replies create tickets?
No. Auto-replies are skipped, and the Email settings page shows how many were.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours