How Email-to-Ticket Automation Works

Turn every inbound email into a trackable, assignable ticket — automatically.

What Is Email-to-Ticket?

Email-to-ticket automation converts inbound emails into structured support tickets. When a customer sends an email to your support address, the system extracts the sender, subject, body, and attachments — then creates a ticket your team can assign, track, and resolve. No manual data entry. No copy-pasting from email to a ticketing form.

How GoPimi Handles It

GoPimi uses Mailgun webhooks to receive inbound email in real-time. The flow:

1. Customer sends email to your support address
2. Mailgun delivers the payload to GoPimi via webhook
3. A background job processes the email from the Redis queue
4. GoPimi matches the sender to an existing contact (or creates a new one)
5. A new ticket is created with the email subject and body
6. Attachments are downloaded and stored (up to 25 MB)
7. CC recipients are recorded on the message

The ticket appears in your dashboard instantly. Your team can assign it, set priority, and reply — the reply goes back to the customer as an email.

Email Threading

When the customer replies to your response, GoPimi threads it into the same ticket using email headers:

• Message-Id — unique identifier for each message
• In-Reply-To — references the previous message in the thread
• References — the full thread chain

This means the customer's email client shows a clean conversation thread, and GoPimi keeps all messages grouped under one ticket. No duplicate tickets from follow-up replies.

CC and Attachments

CC recipients on inbound emails are stored on each message. When an agent replies, they can include CC recipients who receive the response. File attachments (PDFs, images, documents) are downloaded from Mailgun and stored as attachment records, accessible from the ticket detail page.

Email Forwarding

Already have an email provider? Keep it. Set up forwarding from your existing mailbox to a GoPimi forwarding address. GoPimi resolves the original sender from the From header (not the forwarding intermediary). Smart To-header resolution allows one forwarding rule to handle emails for multiple workspace addresses.

Why Not Just Use Email?

Email alone lacks the structure teams need:

• No assignment — tickets have assigned agents
• No status tracking — tickets have open/in_progress/pending/closed
• No SLA monitoring — tickets track response and resolution deadlines
• No API access — tickets are queryable, filterable, automatable
• No team collaboration — tickets have activity logs and internal notes
• No contact management — tickets link to structured contact records

Tickets add a layer of accountability and automation on top of email. The customer still uses email — your team gets structure.

Get Started