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Feature

Your support address, connected properly

Gmail, Microsoft 365, IMAP, or an address we host. However mail reaches you, SupaDesk threads it carefully, keeps machines out of your queue, and tells you the moment a mailbox goes quiet.

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  • Gmail & Microsoft 365
  • Any IMAP server
  • Nothing lost, nothing modified

How does email ticketing work in SupaDesk?

You connect one or more support mailboxes. SupaDesk reads new mail, stores the original message, parses and sanitises it, scans its attachments, identifies the sender as a contact, and attaches it to the right ticket - or opens a new one. Out-of-office replies, bounces and mail from your own addresses are recognised and kept out of the queue. Replies go back out through the same mailbox or through a sending service, threaded so the customer's mail client keeps the conversation together.

  • Gmail and Microsoft 365 connect with a sign-in; tokens are encrypted at rest.
  • IMAP mailboxes are opened read-only.
  • Each message is de-duplicated twice, so a re-sync never creates a second ticket.
  • Quoted history is trimmed for readability, with the full original always one click away.
  • Auto-replies and bounces are attached to the ticket and trigger nothing else.
  • Mailbox health is monitored: a mailbox that stops receiving is flagged, not assumed fine.
Channels

Four ways for mail to arrive

Gmail & Google Workspace

Connect with a Google sign-in. New mail is picked up by push notification, with a regular sync as the safety net.

Microsoft 365

User and shared mailboxes through Microsoft Graph, read by change tracking so nothing is skipped between checks.

Any IMAP mailbox

Your own mail server, a hosting provider's mailbox, anything that speaks IMAP - read-only.

A hosted address

Use an address on your SupaDesk workspace, or forward your own address to it - no mailbox to connect at all.

In detail

The quiet failures, designed out

Threading that errs on the safe side

Attaching a reply to the wrong ticket shows one customer another customer's conversation. That is a data breach, not a bug.

  • Exact rules first: our own reply token, In-Reply-To, References, the ticket reference.
  • The subject-and-sender fallback is last, and refuses to cross customer organisations.
  • When in doubt, a new ticket - agents can merge in a second; nobody can un-show a conversation.
  • A Cc on a forged or loosely matched message never gains access to the ticket.

Machines kept out of the queue

Auto-replies answering auto-replies is how a help desk emails itself a thousand times overnight.

  • Mail from your own connected addresses is recognised exactly, not by domain.
  • Out-of-office replies and delivery reports are attached to the ticket and do nothing else.
  • Mailing-list traffic is recognised by its headers.
  • Spam verdicts from your mail provider are respected - but mail carrying a ticket token is never filed as spam.
  • A blocklist by address or domain, checked before a contact is even created.

A mailbox that stops is an alarm

The worst email failure produces no error at all: the mail simply stops arriving.

  • Each mailbox shows when it last received and last synced, judged against the clock.
  • Expired or revoked sign-ins are reported as such, with a reconnect button.
  • Replies to a mailbox with a lapsed sign-in are held until it is reconnected, not discarded.

Related features

Shared Inbox & Ticketing

Every customer email becomes a ticket with an owner, a status and a history.

Deliverability & Bounces

Know when a reply bounced, stop mailing addresses that complained, see what left and when.

Email Safety

Attachments virus-scanned, links checked, customer HTML sandboxed before an agent sees it.

Contacts & Organisations

Know who is writing, which company they belong to, and whether they are a VIP.

Routing & Assignment

Rules send each new ticket to the right team or agent, round-robin included.

Shared Inbox for Teams

Turn support@ into a queue with owners instead of a mailbox everyone half-watches.
Frequently asked

Questions people ask before they start

Gmail and Google Workspace, Microsoft 365 and Exchange Online (including shared mailboxes), any mailbox reachable over IMAP, or a support address hosted by SupaDesk that your own address can forward to. You can connect several and route each one differently.

No. Mailboxes are read without modifying the server - IMAP is opened read-only, and nothing is deleted or marked as read on your side.

By a fixed order of exact rules first: our own token in the reply, the standard In-Reply-To and References headers, and the ticket reference. A subject-and-sender match is the last resort and never joins two different customer organisations. When it is unsure, it starts a new ticket rather than risk showing one customer another's conversation.

It is quarantined and shown to administrators, not dropped. The raw message is stored before anything else happens, so a parsing failure never loses mail.

Yes. Replies go out from the connected Gmail or Microsoft 365 mailbox itself, or through a sending service such as Amazon SES, Postmark, Resend or ZeptoMail on your domain.

Connect a mailbox. Watch the first ticket arrive.

Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.

Start free trial Book a 30-minute demo

Questions first? Email sales@supadesk.in or call +91 8585953085.