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Turning incoming emails into tickets

  • October 20, 2022
  • 4 replies
  • 1391 views
User2460

Hey folks! Is there a way to set an incoming email to specific addresses, into specific tickets?

for example, if the customer sends an email to our billing@example.com email, to automatically turn it into a billing ticket, but if they send an email to support@example.com, it'll automatically turn into a support ticket?

As opposed to a normal conversation?

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When I tried using inbox rules to set the ticket status as "submitted", it just didn't do anything since no ticket type was selected.

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Thanks so much! 🙌

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Best answer by Oseas

Hey @user2460​! Oséas here from the Customer Support Specialist team 🕵️

 

There are two ways conversations can be converted to tickets:

 

 

Therefore, is currently not possible to create an automation that will convert email conversations to Tickets. But I see how useful that would be. I will pass this along to our @Product Wishlist​ so our Product Team is aware you'd like to see this in the future.

Joseph S.

4 replies

Oseas
Employee
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  • OseasEmployee
  • Employee
  • Answer
  • October 21, 2022

Hey @user2460​! Oséas here from the Customer Support Specialist team 🕵️

 

There are two ways conversations can be converted to tickets:

 

 

Therefore, is currently not possible to create an automation that will convert email conversations to Tickets. But I see how useful that would be. I will pass this along to our @Product Wishlist​ so our Product Team is aware you'd like to see this in the future.

Oséas Filho, Customer Support Engineer @ Intercom
User2460
  • User2460
  • Author
  • New Participant
  • October 24, 2022

Ahh, thanks so much Oséas!

I feel like emails, since they're not as an immediate of a communication method, feel more like tickets anyways 🙌

N
P

Hi there, I am also trying to find a way to automate ticket creation based on inbox rules within Intercom. If an inbound email matches a specific inbox rule and get’s categorized as “Churn” for example can Intercom automatically open up a matching ticket type for “Churn”? 

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  • david meakin
  • Active User
  • July 25, 2023

This would be super handy to have. As certain emails would be ideal to create as tickets straight away. Currently having to do this manually to all emails within a certain category.

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