Ticket mailbox

What is the ticket mailbox?

Each ticket in Replypad is associated with a single mailbox. This will be the address shown as the “From” in the email notifications sent to users and customers. All messages related to the ticket are handled through this mailbox.

This article discusses setting up the ticket Mailbox field. If you are new to mailboxes in Replypad, read first the understanding mailboxes to get a better idea of how it all works.

Associate ticket with a mailbox

The mailbox can be associated with tickets in one of the following ways:

• When creating a new ticket in Replypad, the workspace default mailbox is automatically selected as the From mailbox of the ticket.
  
• When a new ticket is created automatically from incoming email, the mailbox that the email has arrived to, is automatically selected as the From mailbox of the ticket.
• From the ticket details, use the More menu and the Change mailbox option to change the mailbox of this ticket (see below).

Change ticket mailbox

The mailbox is the address shown as the “From” email address of the message sent for this ticket. You can change the mailbox while creating a new ticket, or later on from the settings in case you want to reassign the ticket to another email address.

To update a ticket’s mailbox:

1. When viewing ticket details, click More and choose Change mailbox option. This option will appear only if there is more than a single Mailbox defined for your workspace.
   
2. Select the mailbox you want from the drop-down list.
3. Click Save.

Set ticket mailbox using triggers

Triggers are a set of user defined rules that help you automate your work.

You can use triggers to automatically set a mailbox to a ticket, when the condition you define is met. For example, if the ticket team was set to “Accounting”, then set the “accounting mailbox” to the ticket.

See Set ticket mailbox using triggers for a detailed usage example.

See Triggers for complete step-by-step explanation about creating triggers.
If you are new to triggers, we recommend on reading understanding triggers first.