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.