Let customers reply to tickets by email

Connect a mailbox or an email service so that replies to ticket emails land on the ticket.

Every ticket email is sent with your support address as its reply address and a reference only your site can make.

This guide is about Zinn® Chat Pro. Every Pro plan starts with a free trial.

Choose a support address
In Settings, Email replies, enter the address customers should reply to. With plus addressing, each ticket gets its own address such as support+123@.
Read a mailbox, or receive a webhook
Read a mailbox: enter the IMAP server, port, user name and an app password, and the site checks it every two minutes. Webhook: point Postmark, Mailgun, SendGrid, Cloudflare Email Routing or any service that posts email as JSON to the address shown on the screen.
Who can reply
A reply from the customer on the ticket is added to it and reopens it. An agent replying to a team alert answers the customer. An email from anyone else is kept as an internal note and never reaches the customer.
Everything else
Auto-replies, mailing lists and messages already received are ignored. New emails to the support address can open new tickets.

Only the new part of a reply is kept: the quoted message underneath is removed.

Choose a support address