Email-to-ticket

Your address

Each organization receives mail at its own address, shown under Requests by email on Organization → Members — for example acme@in.solvey.io. Forward your existing help address (such as help@acme.com) to it and nothing changes for your users.

Email intake is being switched on across Solvey. If the section says it is not set up yet, it is not available on your organization today.

Who can open a ticket by email

• Anyone already in your organization.
• If requesters join by email domain: anyone writing from an allowed domain. They become a requester automatically and can sign in to the portal later with the same address.
• Anyone else is refused, with one short automatic reply.

Auto-replies, bulk mail and messages that fail sender checks never become tickets.

Replies thread correctly

Our emails about a ticket carry a reply address unique to that ticket, and thread under the requester's original message in Gmail and Outlook. Their reply is added to the ticket as a public reply.

Not kept yet

Attachments are not stored yet: the ticket lists the names of any files that came with the email.