# Email-to-ticket

> Your organization's email address: who can write to it, how replies thread, and what is not kept yet.

Source: https://solvey.io/help/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.

> **Note:** 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.