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Service

Turn a support mailbox into a ticket inbox

Once you mark a mailbox as a support inbox in Naffes CRM, every new email it receives becomes a numbered ticket with an SLA, and a customer reply that carries the ticket number goes back onto that ticket instead of opening a second one. No more shared Gmail tab that the whole team juggles all day.

Last updated2 min read

What you need

  • Pro or Enterprise, since tickets belong to the help desk.
  • Your team's public support address, such as support@company.com, on Gmail, Outlook or any IMAP/SMTP server.
  • Admin rights: marking a support inbox is an admin action.

Steps

  1. Connect the mailbox

    Open Settings → Personal → My connections → Mail Accounts, click Connect Account, choose Gmail, Outlook or IMAP and finish the connection.

  2. Mark it as the support inbox

    Hover over the mailbox card and click Set as support. A Support inbox badge appears on the card, and a message confirms that inbound mail now creates tickets.

  3. Test with a real email

    Send an email to the address from another account, then open Service → Tickets. A new ticket appears with the email's subject and body, linked to the contact if the sender's address is already in your CRM.

  4. Reply from the ticket

    Write a Public reply in the ticket. It reaches the customer from the same support address, and when they answer with the ticket number still in the subject, their message joins the same ticket and reopens it if it was solved.

Good to know

  • Mail syncs on a schedule, every 3 minutes by default, so expect a short gap between an email arriving and its ticket appearing.
  • Re-syncs never create duplicate tickets, and copies of your own outgoing replies are never turned into tickets.
  • With the We received your request switch on in the Service settings, the customer gets an acknowledgement carrying the ticket number.
  • Email is not the only source: a WhatsApp, Messenger, Instagram or SMS conversation can become a ticket too, and the agent's reply goes back on the same channel (how).

Once tickets start arriving, set their targets in SLA policies and macros.

Troubleshooting

  • No ticket appeared: check the Support inbox badge on the card, plus the sync status and last-sync time beneath it. The Sync button forces an immediate sync.
  • A customer reply opened a new ticket: the customer changed the subject or removed the ticket number. Threading relies on that number being in the subject.
  • You want to stop converting mail: click Support inbox on the card again to unset it; the mailbox stays connected as ordinary email.