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Email Channel

The email channel supports automatic Customer identification when users submit tickets via email.

How It Works​

When a user sends an email to create a ticket, the platform identifies which Customer they belong to using the domain-mapping rules:

  • If the sender's domain is mapped to a specific Customer, the ticket and the user are automatically associated with that Customer.
  • If the sender's domain is a recognized public/consumer domain not mapped to any Customer, the user and their ticket are associated with the Default Customer.
  • Users automatically created under the Default Customer through the email channel are granted the Ticket User, Bot User, and Customer User roles.

User Auto-Creation​

Users who submit tickets via email and are not already in the system are created automatically. Their Customer association is determined by their email domain at the time of first contact, following the domain-mapping rules.

Supported Channels​

Email is one of four channels that support automatic Customer identification for ticket creation:

  • Service Portal
  • Email
  • Microsoft Teams
  • Slack