How inbound email becomes a ticket?

EspressoDesk polls your connected mailbox regularly. For each new message it decides whether the mail belongs to an existing conversation or starts a new one.

Threading uses the standard email headers plus the ticket reference in the subject. That means a customer reply lands in the original ticket instead of creating a duplicate, even months later.

A brand new sender creates a new ticket with status New, the sender becomes a contact, and attachments are stored with the message. Messages read in EspressoDesk are marked as read in the mailbox, so your team does not process the same mail twice.

Automated bounce and out-of-office messages are detected and do not trigger an auto-reply loop.

What happens to a new message

1. The mailbox is checked continuously, so a new e-mail is picked up within about half a minute.
2. The sender is matched to a contact, or a new contact is created automatically.
3. Attachments and inline images are stored with the message, and the HTML is cleaned so it displays safely.
4. Your auto-reply, assignment rules and automation rules run, and the agent who receives the ticket is notified.

How replies stay in one thread

Every outgoing message carries a ticket reference in the subject and the mail headers. When the customer answers, that reference brings the message back to the same ticket instead of opening a new one, even if they change the subject line.

Good to know

Automated messages such as bounces and out-of-office notices are recognised and do not create noise, and a duplicate delivery of the same e-mail is detected so you never see the same ticket twice.