Email TicketingPaid add-on

Turn every mailbox into a shared ticket queue your whole team can work

Connect Gmail, Microsoft 365 or any IMAP mailbox and let CrmLeaf convert incoming email into threaded conversations, auto-assign agents with round-robin routing, and track every reply from open to closed - without leaving your helpdesk.

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  • No credit card
  • Free onboarding

Connects to

  • Gmail · OAuth2
  • Microsoft 365 · Graph
  • Outlook
  • Any IMAP mailbox
  • Zoho Mail
  • Self-hosted servers

Email-to-ticket lifecycle

From inbox to resolution in five steps

Every customer email gets a ticket, a named owner and a status - without a dispatcher.

  1. Step 01

    Connect mailbox

    Gmail, Microsoft 365 or any IMAP inbox

  2. Step 02

    Sync email

    Automatic on a schedule, or one click on demand

  3. Step 03

    Create ticket

    Each new thread becomes a ticket with full history

  4. Step 04

    Auto-assign

    Round-robin hands it to the next agent in the group

  5. Step 05

    Resolve

    Reply, note, tag and close - all logged

What's inside

Five email ticketing capabilities

01

Mailbox Connections

Link Gmail, Microsoft 365 or IMAP mailboxes with OAuth2 or password auth - automatic and manual sync included.

See how it works
02

Conversations & Threading

Incoming email is grouped into conversations and linked to tickets so agents never lose context.

See how it works
03

Round-Robin Assignment

New tickets are distributed automatically across enabled agents in a group - no manual triage.

See how it works
04

Canned Replies & Notes

Respond faster with saved reply templates, and keep internal discussion separate with private notes.

See how it works
05

Custom Ticket Forms

Add, remove and reorder ticket fields with drag-and-drop - capture exactly what your workflow needs.

See how it works

Tags, Mentions & Logs

Tag tickets for quick filtering, @mention teammates in notes, and review a complete activity log per ticket.

  • Tags
  • @mentions
  • Activity log

In detail

How each capability works

01 / 05

Mailbox Connections

Email Ticketing supports three connection paths. Gmail connects through Google OAuth2 for secure, token-based access. Microsoft 365 and Outlook use the Microsoft Graph API with OAuth2. Any other provider - Zoho Mail, Yahoo, self-hosted servers - connects over IMAP with either OAuth2 or app-password credentials.

Once connected, incoming mail syncs automatically on a configurable interval. Need it now? A one-click manual sync fetches new mail immediately without waiting for the next cycle.

Connection details

  • Gmail - uses Google OAuth2; no app password required
  • Microsoft 365 / Outlook - connects via Microsoft Graph with OAuth2
  • IMAP - any provider, OAuth2 or app-password authentication
  • Auto-sync on a schedule, or sync manually with one click
  • Each mailbox maps to a ticket channel for clear routing
  • Gmail OAuth2
  • Microsoft Graph
  • IMAP
  • Auto sync
  • Manual sync
02 / 05

Conversations & Threading

Every synced email is matched to an existing conversation or starts a new one. Replies, forwards and follow-ups are grouped into a single thread, so agents see the full history in one place instead of scattered across an inbox. Each conversation is linked to a ticket, with its status, assignee, tags and activity log alongside.

Tickets move through four statuses - Open, Pending, Resolved and Closed - that map directly to common support workflows. Move between them manually or let automation rules handle the transitions.

How threading works

  • Incoming messages are matched by their In-Reply-To and References headers
  • New senders or subjects create a fresh conversation and ticket
  • The full email thread is visible on the ticket detail screen
  • Four statuses give agents and managers a clear pipeline view
  • Works alongside the core Tickets module
  • Email grouping
  • Conversation view
  • Open
  • Pending
  • Resolved
  • Closed
03 / 05

Round-Robin Assignment

Manual triage creates bottlenecks. Round-robin auto-assignment removes them: when a new ticket arrives, CrmLeaf checks the ticket group's enabled agents and assigns the next person in rotation. Workload stays balanced without a dispatcher, and every customer gets a named owner as soon as their email arrives.

Agents are organised into groups, and each group defines which agents are enabled for assignment. Combine groups with ticket types and channels to build routing that matches your org chart - billing questions go to finance agents, technical issues to engineering.

Assignment anatomy

  • Round-robin distributes new tickets across enabled agents in a group
  • Groups control which agents are eligible for each ticket type
  • Channels separate email, portal and manual tickets
  • Ticket types categorise issues - billing, bug, feature request
  • Combine groups, types and channels for multi-tier routing
  • Round-robin
  • Agent groups
  • Ticket types
  • Channels
  • Auto-assign
04 / 05

Canned Replies & Notes

Build a library of canned replies for common questions - password resets, shipping timelines, refund policies - and insert one into a public reply in a click. Templates keep messaging consistent across the team and cut handle time.

When an issue needs discussion before you reply, add an internal note. Notes are visible only to agents, never to the customer, and @mentions pull a colleague in without forwarding the email or switching to a chat app.

Reply workflow

  • Create and categorise canned reply templates for common scenarios
  • Insert a template into a public reply with one click
  • Internal notes stay hidden from the customer
  • @mention a teammate in a note to loop them in
  • A full activity log tracks every note, reply and status change
  • Canned replies
  • Template library
  • Internal notes
  • Public replies
  • @mentions
05 / 05

Custom Ticket Forms

Every support team captures different information. The ticket form builder lets you add, remove and reorder fields so the form matches your workflow, with drag-and-drop sorting and required/optional flags on each field.

Combined with tags and ticket types, custom forms give you structured data from the moment a ticket is created - no follow-up emails asking for order numbers or account IDs. That data also feeds filters, reports and automation rules downstream.

Form builder details

  • Add standard or custom fields to the ticket form
  • Drag-and-drop to reorder fields without any code
  • Mark each field required or optional
  • Tags add freeform categorisation alongside structured types
  • Structured data powers filters, dashboards and automation triggers
  • Drag-and-drop fields
  • Required / optional
  • Tags
  • Ticket types
  • Structured data

Connected across CrmLeaf

Email tickets feed into every module your team already uses

Because Email Ticketing sits inside the same platform, tickets link to clients, deals, projects and invoices - so agents see the whole customer without switching tools.

  • Core TicketsEmail tickets share one pipeline with portal and manual tickets
  • CRM & SalesLink tickets to leads, deals and clients for full context
  • Projects & TasksEscalate a ticket into a project task without re-entering details
  • Invoicing & BillingTurn billable support hours into invoice line items
  • Automation RulesTrigger workflows when status, priority or assignee changes
  • Knowledge BaseSurface help articles and link them in replies

FAQ

Common questions about CrmLeaf Email Ticketing

Providers, plans, assignment and notes - what support teams ask before they connect their first mailbox.

  • CrmLeaf connects to Gmail via Google OAuth2, Microsoft 365 and Outlook via Microsoft Graph OAuth2, and any standard IMAP mailbox using OAuth2 or app-password authentication. All three sync incoming mail into the same ticket pipeline.

Related

Explore further

Ticket ManagementThe core helpdesk ticket queueKnowledge BaseSelf-service help articlesAutomationsNo-code business rulesAdministrationUsers, roles and permissions

Stop losing support emails in shared inboxes

Connect your first mailbox, let round-robin assignment distribute tickets, and give every customer a named owner.

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