Support ticket automation

Every support team eventually hits the same problem: emails pile up in a shared inbox, someone has to manually create tickets from them, and things get missed. The inbox becomes a bottleneck instead of a channel.

The fix is simple — make every incoming email a ticket automatically.

The setup

You have a support address like support@yourdomain.com. Instead of someone sitting in that inbox all day, you point it at EmailConnect and let a webhook do the rest.

When an email arrives, EmailConnect delivers the full message — sender, subject, body, attachments — as structured JSON to your automation platform. From there, you create a ticket in whatever tool your team uses.

Customer emails support@yourdomain.com
  → EmailConnect delivers webhook
    → Your automation creates a ticket (Zendesk, Linear, Freshdesk, wherever)
    → Team gets notified
    → Customer gets an acknowledgment

No one has to touch the inbox. No emails slip through the cracks.

What the webhook gives you

EmailConnect doesn't just forward the raw email. You get structured data you can actually work with:

  • Sender name and email — for matching to existing customers in your CRM
  • Subject line — often enough to route the ticket to the right team
  • Body text — the actual content, cleaned up
  • Attachments — downloadable via URL, useful when customers send screenshots or logs
  • Spam analysis — so you can filter out junk before it becomes a ticket

This means your automation can make decisions. An email from an existing customer? Attach it to their account. Subject mentions "billing"? Route it to the finance team. Attachment included? Flag it for review.

What your automation does with it

The intelligence lives in your workflow, not in EmailConnect. That's by design — you know your support process better than we do. Some common patterns:

Basic ticket creation: Create a ticket with the email subject as the title, the body as the description, and the sender as the requester. Done in one step.

Customer matching: Look up the sender's email in your CRM. If they're an existing customer, attach their account info to the ticket so the agent has context before they even open it.

Simple routing: Use keywords in the subject or body to route tickets. "Invoice" goes to billing, "API" goes to engineering, "cancel" gets flagged as urgent. This doesn't need AI — a few string matches go a long way.

Auto-acknowledgment: Send a reply confirming you received the email and someone will look at it. Customers just want to know it didn't disappear into a void.

What this looks like day-to-day

Your team opens their ticket tool in the morning and everything is already there — organized, assigned, ready to work on. No one has to check the inbox first. No one has to copy-paste email content into a ticket form.

When a customer emails at 2 AM, a ticket exists by 2:01 AM. When your team starts at 9, they see it immediately with full context.

The emails that are spam get filtered out before they ever become tickets (EmailConnect includes spam scoring in the payload). The ones that aren't get processed consistently, every time, without anyone deciding "I'll deal with that one later."

Getting started

  1. Create your support address in EmailConnect (or forward your existing one to an EmailConnect address)
  2. Set up a webhook endpoint on your automation platform — n8n, Make, Zapier, or a custom endpoint
  3. Build the flow: receive webhook → create ticket → notify team → acknowledge customer
  4. Test it by sending a few emails and checking that tickets appear correctly

The whole setup takes maybe 30 minutes. The daily time savings start immediately.

This is one of the most common setups we see. If your team is still manually triaging a shared inbox, this is probably the fastest win you'll get from EmailConnect.