Answered

Turning incoming emails into tickets

  • 20 October 2022
  • 4 replies
  • 846 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 21 October 2022, 17:45

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4 replies

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.

Oséas Filho, Customer Support Engineer @ Intercom
User2460

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 🙌

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”? 

D
Userlevel 1
Badge +1

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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