Email to ticket

Clients can email your support address and get a ticket without signing in. CVN PSA reads the support mailbox every minute and turns each new message into a ticket. To connect the mailbox, see Email setup.

How a message becomes a ticket

1. The scheduler reads new messages from the support mailbox over IMAP.
2. Each message is stored, then checked against open tickets (see below).
3. A new message becomes a ticket. The sender's domain decides the client:
   • a domain listed in a client's email domains, or
   • the domain of a client's main contact email.
4. Mail from a domain that matches no client goes to the unassigned inbox for triage.

Free mail domains such as Gmail or Outlook.com never match a client by domain. Mail from them always goes to the unassigned inbox, where you set the client by hand.

Replies and repeats

A reply should land on the ticket it belongs to, not start a new one. The app checks, in this order:

1. The ticket reference in the subject. "Re: [#4823] Printer offline" goes to ticket 4823 if it is still open.
2. The same sender and the same subject on an open ticket raised in the last 24 hours (you can change the window), after "Re:", "Fwd:" and tags are stripped.

A match is never made across clients. A message that looks like a reply to another client's ticket starts a new ticket instead.

The mailbox screen

Mailbox › Inbox shows a technician's own connected mailbox inside the app, so email and tickets sit side by side.

1. Read the message and decide whether it is support work.
2. If it is, use Convert to ticket. The thread and attachments come with it.
3. Check the client matched. Fix it if not.
4. Carry on the conversation on the ticket, not in email.

Replying from the ticket keeps the thread complete and shows the client the same history you see.

Turning it off

Email-to-ticket has an on/off switch in the mail settings. When it is off, the scheduler stops reading the mailbox and nothing new is converted.