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Tiketti Docs

Email Setup Overview

Tiketti’s email integration turns your inbox into a ticket queue. Every email becomes a trackable ticket, and your replies are sent as normal emails.

Supported Providers

Gmail

Connect via OAuth with one click. Supports personal Gmail and Google Workspace. Set up Gmail →

Microsoft 365 / Outlook

Connect via OAuth with one click. Supports Outlook.com and Microsoft 365. Set up Outlook →

IMAP / SMTP

Connect any email provider using standard IMAP and SMTP protocols. Set up IMAP →

How It Works

  1. Incoming emails are fetched from your mailbox every 2 minutes
  2. New emails create tickets with the sender as the contact
  3. Email threads are matched to existing tickets using message headers
  4. Replies you send from Tiketti go through your email server
  5. Customers see normal emails—they don’t need to know about Tiketti

Email Threading

Tiketti uses email headers to maintain conversation threads:

  • In-Reply-To and References headers link replies to tickets
  • Replies to ticket emails are automatically matched
  • Manual replies from your email client also get matched

Outbound Sending

When you reply to a ticket, Tiketti:

  1. Sends the email through your connected mailbox’s SMTP
  2. Adds proper threading headers
  3. Records the message in the ticket timeline
  4. Marks the ticket as awaiting customer response

Multiple Mailboxes

You can connect multiple mailboxes to one organization:

  • Each mailbox creates tickets independently
  • Useful for different departments (support@, billing@, sales@)
  • Replies go through the mailbox that received the original email

Security

  • OAuth tokens are encrypted at rest
  • IMAP/SMTP passwords are encrypted with Fernet
  • Tiketti only accesses emails—we don’t store email content outside tickets
  • You can disconnect a mailbox anytime

Next Steps

Choose your email provider: