How does the support inbox turn emails into tickets?

WorkHub checks your company’s support mailbox about every 5 minutes. Each unread email either becomes a new ticket or, if its subject contains a ticket number, is added to that existing ticket’s email history.

Steps

1. A customer emails your support address.
2. On the next check, WorkHub reads every unread message in the mailbox and marks it as read.
3. If the subject contains “ticket#” followed by an existing 8-character ticket number, the email is added to that ticket’s Email tab.
4. Otherwise a new ticket is created in your Inbox project (and Inbox list, if you set one). It is titled “Ticket# ”, has status Open and priority Normal, and its description shows who sent it, the subject and the message.
5. The customer gets a “We’ve Received Your Message” auto-reply with their ticket number. The project’s lead gets a “New email ticket” notification.

Good to know

• Only unread messages are processed. If someone opens a new message in the mailbox first, for example in Gmail, it is skipped and won’t become a ticket.
• Emails sent from the support address itself are ignored, to prevent loops.
• Emails from your own company domain become tickets but get no auto-reply.
• Promotional, vendor billing and automated mail goes to the “Filtered email” list with no auto-reply or notification. Mail from blocked senders is dropped.
• Attachments aren’t imported, only the message text.