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Email-to-ticket

Email ke support@toko-anda.com bisa langsung jadi tiket — tanpa copy-paste. Email-to-ticket is the inbound half of the email channel: every workspace owns a dedicated address, every email to it becomes a ticket, and the customer's plain email replies thread straight back into the conversation.

Your inbound address

Every workspace gets one, automatically — no setup, nothing to enable:

<accountId>@in.suppuo.com

Find your exact address (with your acc_… workspace ID filled in) at /dashboard/channels under Email-to-ticket (inbound).

You can hand the acc_…@in.suppuo.com address out directly, but a branded address looks better. Keep support@yourstore.com public and forward it to your Suppuo alias:

  • Google Workspace / Gmail — Settings → Forwarding (or a routing rule in the Workspace admin console) → forward to acc_xxxxxxxxxxxxxxxxxxxxxxxx@in.suppuo.com.
  • cPanel / your hosting panel — add an email forwarder from support@ to the alias.
  • Zoho, Outlook, etc. — any "forward incoming mail to" rule works.

Customers keep emailing the address they know; tickets appear in your inbox.

How an email becomes a ticket

When mail arrives at your alias:

  • the subject becomes the ticket subject ("Email inquiry" when empty),
  • the From address and name become requesterEmail / requesterName,
  • the ticket gets channel: "email",
  • the body is stored as the first message. Trailing quoted chains ("On … wrote:" blocks and >-quoted tails) are trimmed conservatively, so forwarded threads don't bloat the ticket.

Threading mirrors every other channel: if the workspace already has a non-closed ticket for that requester email, the new email is appended to it as a requester reply (re-opening a resolved ticket per the normal rules). Otherwise a fresh ticket is created. Only closed ends a thread — the next email then opens a new ticket.

Replies thread both ways

This is the part that makes email a real two-way channel:

  • You → customer: your agents reply from the inbox as usual; the customer gets the standard notification email.
  • Customer → you: every notification email Suppuo sends sets Reply-To to your workspace's inbound alias. The customer just hits Reply in their mail app — no status link needed — and the reply lands back on the same ticket.

Plumbing, honestly

For the curious (and the security-conscious):

  • MX for in.suppuo.com is handled by Resend; deliveries reach Suppuo over a signature-verified webhook (HMAC, 5-minute replay window) and are processed idempotently — a redelivered email never duplicates a ticket.
  • The alias itself is the gate: workspace IDs (acc_ + 24 hex chars) are unguessable in practice, and mail to a malformed or unknown alias is dropped. +tag suffixes on the alias are tolerated (acc_xxx+shop@in.suppuo.com works).
  • Inbound email attachments aren't stored yet — only the text body (or the HTML converted to text) makes it onto the ticket. Customers who need to send files can use their status link or the widget, where attachments work.

See also