Email ticketing system that keeps your support address
Forward your support address to Ticketagent and every incoming email becomes a ticket with an owner, a status and a clock. Customers keep writing to the address they already know, your team works from one queue, and the AI agent drafts a reply on every ticket before anyone opens it.
Forward your support address, keep your domain
Each inbox in Ticketagent has its own forwarding address. You add a forwarding rule in your mail provider, and from that moment every email sent to your support address arrives as a ticket. Replies go out from your own address, so customers see [email protected] in the From line, not a vendor domain. You verify your domain once so replies pass sender checks and land in the inbox, not in spam.
- Works with any mail provider that supports forwarding
- Replies sent from your own support address
- Domain verification for reliable delivery
- Separate inboxes for support, billing or sales, each with its own address (2 inboxes on Starter, unlimited on Team and up)
Email to ticket, with nothing lost
When an email arrives, Ticketagent creates a ticket with the subject, body, attachments and sender. It recognizes the customer by email address and attaches the ticket to their history. AI classification reads the message and sets a category, priority, sentiment and language, which your routing rules then use to assign it.
- Attachments and inline images kept with the ticket
- Customer history on the side: past tickets, tags, tier
- Automatic category, priority, sentiment and language
- Statuses (new, open, pending, solved) and tags on every ticket
Threading: one thread per customer conversation
Customers reply to old emails, change the subject line, add a colleague in CC or write a second message before you answered the first. Ticketagent keeps replies in the thread they belong to by reading message headers, not just the subject. If a customer opens two tickets about the same problem, an agent can merge them into one, and the full history stays together.
- Replies land in the original ticket, even with a changed subject
- CC recipients kept on the conversation
- Merge duplicate tickets from the same customer
- One timeline with every email, note and status change
Collision detection and internal notes
On Team and up, collision detection shows when a colleague is viewing or replying to the same ticket, so two people never send two different answers. Internal notes let agents discuss a ticket right inside the thread: ask a question, @mention a teammate or leave context for the next shift. Customers never see notes.
- Live indicator when someone else is viewing or typing
- Internal notes with @mentions inside the ticket
- Canned replies for answers you send often
- Assignment to a person or a team, with a clear owner
AI reply drafts on every email
Every ticket gets an AI reply draft grounded in your knowledge base, with the cited article shown to the agent. The agent edits, approves and sends. For questions you approve, such as order status or password resets, the AI customer service agent can resolve the ticket on its own when its confidence is above the threshold you set. Everything it does is logged.
Set up email ticketing in an afternoon
- Step 1: Create your workspace and your first inbox in Ticketagent.
- Step 2: Copy the inbox forwarding address and add a forwarding rule for your support address in your mail provider.
- Step 3: Verify your domain so replies go out from your own address.
- Step 4: Invite your agents and set up statuses, tags and a few canned replies.
- Step 5: Add routing rules or turn on round-robin assignment.
- Step 6: Send a test email, reply from Ticketagent and check the reply in your own mailbox.
Email ticketing system questions
No, customers keep writing to your existing support address, and forwarding brings every message into Ticketagent.
Yes, after you verify your domain, replies go out from your support address.
The reply joins the original ticket thread, and if it arrives after the ticket was solved, the ticket reopens.
Yes, Starter includes 2 inboxes and Team and higher plans include unlimited inboxes and teams.
On Team and up, collision detection shows who is viewing or replying, so it does not happen.
Only for intents you approve and above your confidence threshold; every other reply is a draft an agent reviews.
Email ticketing on every plan
Starter is $29 per agent per month ($24 billed yearly) with email and web form, 2 inboxes and AI drafts on every ticket. Team is $59 ($49 billed yearly) and adds live chat, unlimited inboxes, collision detection and routing. Business is $99 ($82 billed yearly), and Enterprise is priced with sales. Compare plans on help desk software pricing.