Setup email ticketing

The email ticketing section helps you configure the integration between Imagicle Smartflows and your email server. This integration is required if you want to use emails as a conversation channel. For example, every time your customers write an email to a specific email account, that message triggers the creation of a ticket within Smartflows and agents can reply using either another email or the chat panel.

To do that, you have to configure a forwarding rule in your email server to forward all the incoming emails to a specific account (e.g., support@mycompany.com) to the email account visible inside the “Integrate with your mailbox provider” section. In this way, for each email received by one of your accounts (e.g., support@mycompany.com), a new ticket will be created and associated with the Default department.

If you want to associate the ticket with a specific department (different from the Default one), use the “Department’s mailbox” to see the email account you have to forward the emails to for each configured department.