Suptask
Suptask Web AppSignup for FREE
  • Welcome
  • Getting Started
    • Install Suptask
      • Slack permission scopes
      • Invite the Suptask App
    • Your first Inbox & Form
    • Ticket submission
    • Manage and Reply on tickets
    • Key concepts
    • User Guides
      • Ticketing as an Agent
      • Ticketing as a User
      • Rollout and Onboarding guide
    • FAQ & Troubleshooting
    • Contact Support
    • Videos
  • Setup & Configure
    • Inboxes
      • Inboxes
      • Users and Agents in the same channel
      • Service Level Agreements (SLA)
      • Agent Work Hours
      • Automatically create tickets from new messages
      • Migrate to the new generation
    • Forms & Fields
      • Forms
      • Custom Fields
      • Default Fields
      • Custom Statuses
      • Tags
      • Using the Organization field
    • Users & Permissions
    • Slack External Connections
    • Multiple Slack Workspaces
      • Multiple Workspaces & Slack Community
      • Enterprise Grid
    • Branding & White-labeling
    • Language & Translations
  • Working with tickets
    • For Agents: who respond and manage tickets
      • Overview and manage tickets as an Agent
      • Responding to tickets
      • Move or Escalate to another Inbox
      • Submit tickets on behalf of a user
      • Request and manage Approvals
      • Customer Satisfaction Score (CSAT)
      • Templated answers with Canned Replies
      • AI Assistant
      • Followers
      • Delete tickets
    • For Users: who submit tickets
      • How to submit a ticket
      • Overview your tickets as a user
    • Overview & Analytics
      • Overview and track tickets
      • Dashboard
      • Reports
    • Essentials for Your daily work
      • Tickets Summary Notifications
      • Setup one-click emoji reactions
      • How to search for tickets
      • Display Suptask in Slack
  • Integrations, Automations & Workflows
    • Introduction to Integrations
    • List of integrations
    • Integration guides
      • Slack Workflows
      • WhatsApp
      • JIRA Software
      • Zendesk
      • ClickUp
      • Notion
      • Google Sheets
      • Suptask API
      • WebHooks
      • Export API
      • Integrate with other Slack Apps
      • External issue & ticketing systems
        • Create tickets from Suptask to GitLab
        • Create tickets from Suptask to GitHub
        • Create tickets from Suptask to JIRA
    • Email-to-Slack Ticketing
      • Email-to-Slack Ticketing
      • Gmail & Google Workspaces
      • Microsoft Outlook
      • AI Email routing
    • On-call rotation
    • Automations in Suptask
  • Account Management
    • Account Settings
    • Subscription & Billing
      • Subscription & Billing
      • Integrations billing
      • Limitations in the Free plan
Powered by GitBook
On this page
  • Overview
  • How it works
  • How to configure the Email integration in Slack
  • How the Email addresses will be used

Was this helpful?

Export as PDF
  1. Integrations, Automations & Workflows
  2. Email-to-Slack Ticketing

Email-to-Slack Ticketing

Receive tickets via Email into Slack with Suptask

PreviousEmail-to-Slack TicketingNextGmail & Google Workspaces

Last updated 1 month ago

Was this helpful?

Contact to request access to the Email ticketing integration. Additional cost might apply.

Overview

The Email integration in Suptask allow you to receive emails which Suptask will automatically make a ticket of in Suptask, inside of Slack. You can easily work on the ticket inside of Slack, like any other Suptask ticket.

Replies on the Suptask ticket in Slack will automatically be sent as replies via email back to the end-user who submitted the ticket via email.

Users will receive a confirmation email back when their ticket has been created. This allow them to reply via email on the ticket, without having to be inside of Slack.

The communication is bi-directionally synced between Slack and the Email.


How it works

The user sends an email request to support@acme-inc.com. He will receive a confirmation email back from Suptask, confirming that a ticket has been created:

Ben who is an Agent in Suptask, will receive a notification inside of Slack with a direct access to the ticket including the ticket thread. This will include all email information which is now readable in Slack using Suptask:

Ben can read through the email sent by Bob inside of Suptask. She can reply on the ticket in Suptask, by using the ticket message thread:

Ben's reply will automatically be sent as an email back to the user who requested the ticket. Bob can view the conversation of the ticket within the email.

The user can reply on the email to add additional information to the ticket, including attachments. He will have visibility of the complete message reply thread of the ticket, and all information will be synced automatically into Slack.


How to configure the Email integration in Slack

In order to complete the setup, you will need to follow the below steps:

  1. Forwarding emails from the adress on your end that you own to incoming@suptask-mail.com

  2. Send an email to your address and confirm the ticket is created in Suptask.

Example helpdesk@acme-inc.com has a forwarding rule for all emails to incoming@suptask-mail


How the Email addresses will be used

  1. The first email from a user to helpdesk@acme-inc.com should be forwarded to incoming@suptask-mail.com

    • Suptask will validate the email, the forwarding address and the mapping to the Suptask Inbox.

  2. Suptask will send an automatic reply back to the user with a confirmation that the email request has been received together with the ticket number. This email will be sent from the sender name Acme Inc and will use the sender address support@suptask-mail.com.

    • Reach out to support@suptask.com if you are interested in a custom domain.

  3. The Suptask Agent named Kate will reply on the ticket. The user will receive an email from the sender name Kate (Acme Inc) with the sender address support@suptask-mail.com.

Suptask domains are using the most recent email security to ensure email deliveries. This includes DMARC, DKIM and SPF.

Before you begin, make sure you have received the confirmation from that the Email integration is setup and ready on your account.

Contact if you have any issues related to the Email integration.

Suptask Support
Suptask Support
Suptask Support