Email to Ticket

Get a dedicated support email address. Every email your customers send to it automatically becomes a ticket in FyneDesk — no manual work required.

How it works

FyneDesk gives your organization a dedicated email address in the format support-yourname@fynedesk.io. When a customer sends an email to that address, FyneDesk reads it and creates a new ticket automatically. The email subject becomes the ticket title and the body becomes the ticket description.

Your team then handles the ticket in FyneDesk as normal — no need to monitor a shared inbox.

Why this matters Emails sent directly to a personal or shared inbox are easy to miss, hard to track, and impossible to assign or prioritize. Email-to-ticket brings everything into one organized queue where your team can see, assign, and resolve every request.

Setting up your support email

You need to be an Admin to configure this. Go to Settings → Support Channels in your FyneDesk app.

Settings page showing the Support Channels tab with email name field and enable toggle

1 Type a short identifier for your organization in the email name field. For example, acme gives you support-acme@fynedesk.io. Use lowercase letters, numbers, and hyphens only (3-30 characters).
2 As you type, FyneDesk checks in real time whether the name is available. A green checkmark means it's free.
3 Click Save to reserve the address for your organization.
4 Once saved, flip the Accept inbound emails toggle on. Your address is now live — emails sent to it will create tickets.

Choosing a good email name Keep it close to your company name and easy to remember. Your customers will be emailing this address, so something like support-acme or help-acme is better than anything cryptic.

What a ticket from email looks like

When FyneDesk processes an inbound email, it creates a ticket with:

The email subject as the ticket title
The email body as the ticket description
The sender's name and email captured as the requester
The ticket source marked as "Email" so you can filter by it

Ticket detail view showing a ticket created from an inbound email with the Received via email badge

Sharing your support email with customers

Once enabled, share the address wherever your customers might need to reach you:

Your website's contact or support page
Email signatures for your team
Invoices, receipts, or any customer-facing documents
Auto-reply messages on your existing email accounts

Enabling and disabling

You can toggle inbound email on and off at any time from Settings → Support Channels without losing your address. When disabled, emails sent to your address will not create tickets. Re-enable it whenever you're ready.

Changing your email address If you need to change the name part of your support email, FyneDesk will warn you first. The old address stops working immediately, so you'll need to update it everywhere you've shared it — website, email signatures, customer communications, and so on.

Individual notification preferences

Each team member controls their own email notification preferences separately. For example, an agent can choose to receive an email when a ticket is assigned to them, or when a customer adds a comment. These are personal settings managed from each user's profile — not from this settings page.

See the Profile Settings guide for details on notification preferences.

Frequently asked questions

How quickly do emails become tickets?

FyneDesk polls for new emails every 2 minutes. Most emails become tickets within a couple of minutes of being sent.

What happens to email threads and replies?

Currently, each email creates a new ticket. Threaded reply handling (where a reply to a ticket notification gets added as a comment) is on the roadmap.

Can I have more than one support email address?

Each organization gets one dedicated support email address. Multiple addresses per org are on the roadmap.

What if I already have a support@mycompany.com address?

You can set up a forward from your existing address to your FyneDesk address. That way customers keep emailing your existing address and it still creates tickets in FyneDesk.

Are attachments in emails supported?

Attachment handling for inbound emails is on the roadmap. Currently, the email body is captured as the ticket description.