---
title: "Let customers reply to tickets by email — Zinn® Chat"
description: "Connect a mailbox or an email service so that replies to ticket emails land on the ticket."
url: "https://zinnchat.com/kb/reply-to-support-tickets-by-email"
lang: "en"
dir: "ltr"
---

# 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.

1. ## 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@.
2. ## 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.

   ![The Email replies settings](https://zinnchat.com/shots/wp-settings-inbound-en.webp)
3. ## 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.
4. ## 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.

[Try Pro free](https://checkout.freemius.com/plugin/40436/plan/69751/) [Get the free plugin](https://zinndigital.com/wordpress-plugins/zinn-chat) [Live demo](https://zinnchat.com/live-demo)

## Related guides

- [Start Zinn® Chat Pro](https://zinnchat.com/kb/start-the-pro-help-desk-plugin)
- [Add support agents, departments and the phone app](https://zinnchat.com/kb/add-support-agents-and-the-phone-app)
- [Saved replies, suggested replies and summaries](https://zinnchat.com/kb/saved-replies-and-ai-suggested-replies)
- [Business hours and SLA targets](https://zinnchat.com/kb/business-hours-and-sla-targets)
- [Slack, Teams, Telegram, push and webhooks](https://zinnchat.com/kb/slack-teams-telegram-push-and-webhooks)
- [AI persona, hand-off rules, triage and extra sources](https://zinnchat.com/kb/ai-persona-hand-off-rules-and-triage)
- [Find and fill knowledge gaps](https://zinnchat.com/kb/find-and-fill-knowledge-gaps)
- [Build a knowledge base in WordPress](https://zinnchat.com/kb/build-a-knowledge-base-in-wordpress)
- [Import an existing knowledge base](https://zinnchat.com/kb/import-an-existing-knowledge-base)
- [Proactive chat messages](https://zinnchat.com/kb/proactive-chat-messages)
- [Help desk reports and customer ratings](https://zinnchat.com/kb/help-desk-reports-and-customer-ratings)
- [White-label the help desk](https://zinnchat.com/kb/white-label-the-help-desk)
- [Zinn® Chat shortcodes: every shortcode and attribute](https://zinnchat.com/kb/help-desk-plugin-shortcodes-reference)

Included with Zinn Digital® hosting

## Already installed on every WordPress site we host

The free Zinn® Chat plugin comes installed and activated on every WordPress site we host on our own servers, so a chat is one switch away. Premium is an upgrade, per site, when you need more.

[See hosting plans](https://zinndigital.com/hosting)