SupportMesh Docs
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. In the current MVP, each tenant can have one controlled inbound route, and route matching requires an exact recipient address match.
- One route per tenant in the current phase
- Exact recipient matching
- Default support item, ticket type, and priority rules are validated against active workspace configuration
Known senders and restricted external contacts
External contacts are tenant-scoped email identities for senders who do not have portal accounts or active profile-backed access. They are not the same thing as internal workspace users or portal-authenticated 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.