How to Configure Email to Ticket in the Tickets App

Zinnect's Email to Ticket feature converts incoming customer emails into tickets automatically in the Tickets App. Once you authenticate your support email address, every inbound message is captured and logged as a new ticket without any manual intervention from your team.

Table of Contents

• What is Email to Ticket?
• Why Email to Ticket Matters
• Configuration Fields Reference
• How It Works
• Best Practices for Email to Ticket
• Related Questions

What is Email to Ticket?

Email to Ticket is an automation configuration in the Tickets App that monitors an authenticated support inbox and creates a ticket record for every incoming message. You connect a support address, for example, support@yourcompany.com, configure routing, SLA, and acknowledgment rules, and enable email forwarding in your provider. After that, ticket creation requires no manual action.

The setup spans three configuration areas: Email Forwarding Details (routing, assignment, and reply behavior), SLA Settings (response windows and work shift rules), and Acknowledgement Emails (automated notifications triggered on ticket creation or update). Authentication is completed using IMAP, Google Workspace, Office 365, or an equivalent sync method.

Why Email to Ticket Matters

Automation is a key factor when selecting a CRM. Support teams that rely on manual ticket creation introduce delays, inconsistencies, and gaps in customer history. Email to Ticket eliminates that dependency, every email becomes a tracked record the moment it arrives, with routing, assignment, and SLA timers applied immediately.

This is especially valuable in high-volume environments where a missed or delayed ticket directly translates to an SLA breach or an unanswered customer. Automatic acknowledgment emails also set clear response expectations with customers before any agent has touched the ticket.

Configuration Fields Reference

The Email to Ticket setup form is organized into three groups. Review each field and its purpose before working through the steps below.

Email Forwarding Details

SLA Settings

Acknowledgment Emails

How It Works

Step 1: Access the Tickets App Settings

• Log in and open the Tickets App from the Left Navigation Menu.
• Click the More icon in the app header bar.
• Select Settings from the dropdown.

Step 2: Open the Email to Ticket Configuration

• On the Settings page, go to the Email section.
• Select Email and in the resulting page, navigate to the Email to Ticket section.
• Click the Add button to add a new email address.

Step 3: Configure Email Forwarding Details

• Addressed To Email Account: Choose the email account that you want to authenticate.
• Assigned To: Select an employee or team for automatic ticket assignment.
• From Email ID: Enable this if you want to use the authenticated email address while composing replies.
• Add to CC: Enable to automatically add the authenticated email to CC.
• Report Data Access: Select an employee who can access report data.

Step 4: Configure SLA Settings

• SLA - Select the required SLA for your business.
• Work Shift - Choose the applicable work shift.
• Apply SLA only during office hours - Enable if SLA should apply only during business hours.

Step 5: Configure Acknowledgment Emails

• On Create: Enable to automatically send acknowledgment emails when tickets are created. Select the work hours when enabling this option.
• On Update: Enable to send acknowledgement emails when tickets are updated.

Step 6: Authenticate via Send Folder Sync

• In the Send Folder Sync section, select your sync method: IMAP, Google Workspace, or Office 365.

Note: If the only function needed is collecting emails, you can do the forwarding steps alone.

• Enter the receiving email address.
• Click Authenticate.
• After successful authentication, return to the view page.
• Copy the generated Email Forwarding Code shown next to Apptivo Email ID to forward.

Step 7: Configure Email Forwarding in Your Email Provider

• Log in to your business email account (Gmail, Outlook, Yahoo, or your provider of choice).
• Go to Settings and choose Forwarding and POP/IMAP.
• Click Add a Forwarding Address.
• Paste the Apptivo forwarding email address.
• Click Proceed to receive a confirmation email to your Zinnect inbox.

• Access the email from Zinnect and copy and paste the link in your browser.
• Click Confirm on the resulting page.
• Go back to the Settings page of your Gmail account.
• Navigate to Forwarding and POP/IMAP.

• Manually select the "Forward a copy of incoming mail to" option (by default, "Disable forwarding" is enabled).
• Paste the forwarding email ID in the space provided.
• Click Save Changes to complete the process.

Note: Once forwarding is enabled, all incoming emails to your authenticated address are automatically collected into Apptivo and a new ticket is created in the Tickets App for each one.

Best Practices for Email to Ticket

• Use a dedicated support address rather than a shared general inbox - routing a shared inbox through Email to Ticket can generate duplicate tickets if multiple team members are also accessing it directly.
• Align your SLA policy and Work Shift configuration precisely to your team's actual operating hours; SLA timers running outside business hours produce breach data that does not reflect real response performance.
• Enable the On Create acknowledgment email with a clear template that confirms receipt and sets an estimated response window - this directly reduces duplicate follow-up emails from customers awaiting confirmation.
• Assign tickets to a team rather than an individual agent where possible; team-level assignment prevents tickets from going unattended when the designated agent is unavailable.
• After completing the full setup, send a test email to the authenticated address and verify that a ticket appears in the Tickets App with the correct assignment, SLA policy, and acknowledgment email delivery before going live.

Related Questions