The Ticketing module helps you manage customer support emails and requests in a structured and reliable way within Tribe. It links incoming emails directly to support tickets, giving you clear insight into open issues and ongoing communication. This is useful when you want to keep all service-related contact organised and easy to track. By following this guide, you will understand how ticketing works in Tribe and how to use it effectively in daily support workflows.
Table of Contents
What Does The Ticketing Module Do?
How Does Ticketing Work In Tribe?
How Are Emails Processed In The Ticketing Module?
How Do I Include Email Threads In A Support Ticket?
Can I Link Multiple Email Addresses?
What Does The Ticketing Module Do?
The Ticketing module processes incoming support emails directly in Tribe and converts them into support tickets. Each incoming email creates a new support ticket or is linked to an existing one based on the sender’s email address.
If the sender is already known as a contact in Tribe, the email is automatically linked to that relationship. Emails from unknown email addresses are kept separately so you can decide whether to link them to a relation or remove them. This keeps your support data accurate and complete.
Note:
Ticketing is intended for shared mailboxes, such as [email protected]. To link personal mailboxes, use the Outlook or Gmail plugin.
How Does Ticketing Work In Tribe?
After activating the Ticketing module, you can create one or more mailboxes in the configuration. Each mailbox receives a unique Tribe email address that is used to forward incoming emails into Tribe.
Step By Step Instructions
Click Configuration.
Select Mailboxes.
Click + Mailbox.
Enter a mailbox name and select Save And Open.
Copy the Tribe mailbox email address shown under Set Mailbox.
Create a forward rule in your email provider to forward emails to this address.
Under Automations, select how incoming emails should be handled:
Create A Support Activity With Automatic Reply
Create A Support Activity Without Automatic Reply
Send An Automatic Reply (Without Activity)
Below the mailbox settings, you will see an overview of linked and unlinked emails received by this mailbox.
Note: Before sending emails from Tribe, you must validate your email domain. This ensures emails are delivered correctly.
How Are Emails Processed In The Ticketing Module?
The way an email is processed depends on whether the sender is known in Tribe and whether a ticket number is included.
Incoming Emails From Known Contacts
If the sender’s email address matches a contact in Tribe and the mailbox is set to create a support activity, a new support ticket is created automatically. The ticket appears in the support dashboard under the New phase.
Outgoing Emails From A Support Ticket
When an employee sends an email from a support ticket, Tribe automatically adds the ticket number to the subject line between square brackets. If the customer replies and the subject still contains this number, the response is automatically added to the same support ticket.
Incoming Emails From Unknown Contacts
If the sender is not recognised, the email appears in the Unlinked Emails Per Mailbox widget. From there, you can open the email and link it to a relation or delete it if it is not relevant.
How Do I Include Email Threads In A Support Ticket?
To keep all email communication linked to the correct support ticket, replies must include the ticket number in the subject line.
This requires two settings to be configured:
Automatic numbering for the Support Ticket activity
Email templates that include the ticket number as a merge field in the subject
The ticket number must always appear inside square brackets, for example [ST20210007]. When this is set up correctly, all replies are automatically filed under the correct support ticket.
Did you know?
Including the ticket number prevents duplicate tickets and keeps long email conversations grouped in one place.
Can I Link Multiple Email Addresses?
Yes, you can link multiple mailboxes to Tribe. This is useful if you support different products, departments, or companies, each with its own support email address.
To do this, create additional mailboxes by following the same steps described earlier. Each mailbox can have its own automation settings and email forwarding rules.
Quick Summary
The Ticketing module links incoming support emails directly to support tickets in Tribe. It ensures that all communication is stored with the correct customer and ticket, including replies and email threads. By setting up mailboxes and ticket numbering, you create a clear and efficient support workflow that is easy to monitor and manage.