Email channel: piping, IMAP & tracking URLs

Email is the workhorse channel. flyhelpdesk ingests mail two ways and threads replies back onto the right ticket automatically.

Configure the channel

Go to Admin → Channels and set up Email:

• Inbound support address — the mailbox customers write to.
• IMAP — host, port (993), encryption (ssl/tls/none), username, folder (INBOX) and password. The password is a masked secret.
• Outbound toggles for auto-acknowledgements and replies (see Outbound email & CSAT surveys).

Both intake options are set up entirely on this page — no server access needed.

Option A: Forward your mail (real-time)

The fastest option. On the Channels page you'll see a unique forwarding address. Set an auto-forward (or a server-side redirect) from your support mailbox to that address, and mail arrives the instant it's sent — filed to the right ticket immediately. This works with Gmail, Microsoft 365 and any provider that can forward.

Option B: Let flyhelpdesk collect it (IMAP)

Prefer to leave mail where it is? Enter your mailbox's IMAP details above and click Verify to confirm the login. flyhelpdesk then checks the mailbox automatically in the background every few minutes, pulls unread mail, and marks it read — no forwarding required.

Threading with [TSD-####]

Every ticket has a reference like TSD-1234, added to outbound subject lines as [TSD-1234]. When a customer replies, the parser reads that token and appends the message onto the existing ticket (reopening it if it was resolved). No token means a brand-new ticket — which then runs full AI triage, SLA stamping and automations. Unknown senders get a contact (and a company inferred from their email domain) created automatically.

Tips

• Prefer forwarding for instant ticket creation; use IMAP if you'd rather flyhelpdesk collect the mail for you.
• Never strip the [TSD-####] tag from subject lines — it's what keeps a conversation as one ticket.
• Both intake options run automatically once set up — there's nothing to schedule or maintain.