Email-to-Ticket
Route inbound support mail into the right workspace and understand the exact safety boundaries of current email intake and threading.
Inbound route configuration
Workspace email intake is configured in Settings → Email Intake. Each workspace can have one inbound route, and routing requires an exact recipient-address match.
- One inbound route per workspace
- Exact recipient matching
- Default product or project, ticket type, and priority must match active workspace configuration
Known senders and restricted external contacts
External contacts are email identities for senders who do not have portal accounts or active workspace access. They are separate from internal workspace users and signed-in client users.
How threading works
SupportMesh resolves inbound email threads with secure reply-reference hashes and message-identity mappings. Subject-only matching is intentionally forbidden by the database implementation.
Important
Do not rely on a matching subject line as the source of truth for existing ticket routing in SupportMesh.
Triage and webhook safety
The inbound route accepts Resend webhook events after Svix signature verification. Unsupported event types are ignored safely, and triage views focus on metadata and queue state rather than exposing raw provider payloads or secure threading secrets.