# Email-to-Slack Ticketing

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Email ticketing integration is a part of the Custom plan. Additional cost might apply.
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### 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.

{% embed url="<https://youtu.be/MuKu2BlKLS8>" %}

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### 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:

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2F61XfXgSx3vDvvfCfeLkL%2Fimage.png?alt=media&#x26;token=bb5dff99-aecf-4a8e-97b2-d2d27c677c43" alt=""><figcaption></figcaption></figure>

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:

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2F47awalaRlVLZ0QZrWRhm%2Fimage.png?alt=media&#x26;token=3d536a46-354c-4599-bcb4-3b91ea30f5cf" alt=""><figcaption></figcaption></figure>

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:&#x20;

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2FQTG1WWcfPrSkgYmh1GGd%2Fimage.png?alt=media&#x26;token=7d632c93-bba7-481c-9155-6833507fdf5f" alt=""><figcaption></figcaption></figure>

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.

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2FtiQa6wdOWODS7PROzlA0%2Fimage.png?alt=media&#x26;token=8f1c9a04-ba52-48aa-995c-67eafd1c43fd" alt=""><figcaption></figcaption></figure>

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.&#x20;

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### How to configure the Email forwarding&#x20;

Email is configured within your Inbox in Suptask.&#x20;

1. Select **Configure** on your Inbox
2. Go to **Source > Email**
3. Enable it and type in **the** **email** that will be used by your end-users
   1. For example: <support@acme-inc.com>&#x20;
4. Enter the default **Sender name** and apply any additional settings.&#x20;
5. **Update** the Inbox.&#x20;
6. Now you will need to set up forwarding in your Email provider&#x20;

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2FhHyuU4fz9w3QXlOtJR8N%2Fimage.png?alt=media&#x26;token=de34bb62-b714-44e4-8ddb-4e9009fd6d61" alt="" width="375"><figcaption></figcaption></figure>

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

1. Forward emails from the adress on your end that you own to\
   **<incoming@suptask-mail.com>**
   1. For example, emails to <support@acme-inc.com> should automatically be forwarded to **<incoming@suptask-mail.com>**<br>
2. Once the forwarding is set up, send an email to the address and confirm the ticket is created in Suptask.

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**Setup guides**\
You can find email forwarding guides for different providers:&#x20;

* [Gmail / Google Workspace](https://support.suptask.com/integrations-automations-and-workflows/email-ticketing-setup/how-to-configure-the-email-integration-for-gmail-and-google-workspaces)
* [Microsoft Outlook](https://support.suptask.com/integrations-automations-and-workflows/email-ticketing-setup/microsoft-outlook)
  {% endhint %}

Contact [Suptask Support](https://support.suptask.com/getting-started/contact-support) if you have any issues related to the Email integration.

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### 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>&#x20;
   * Suptask will validate the email, the forwarding address and the mapping to the Suptask Inbox.&#x20;
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>.&#x20;
   * 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>.&#x20;

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Suptask domains are using the most recent email security to ensure email deliveries. This includes DMARC, DKIM and SPF. &#x20;
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