Email Channels
Email channels allow automatic ticket creation from incoming emails. Each brand can have multiple channels with different default settings.
How it works
- A customer sends an email to the channel address (e.g.
support@yourbrand.portali.space) - The system automatically creates a new ticket with the channel's default settings
- If the customer replies to an existing email, the reply is added as a comment to the original ticket
- The customer doesn't need an account — the system creates one automatically
Access
In the admin panel, go to Email Channels in the Helpdesk section.
Creating a channel
Click + New channel and fill in:
| Field | Description | Required |
|---|---|---|
| Brand | Brand the channel belongs to | Yes |
| Prefix | Part before @ (e.g. support, billing, it) |
Yes |
| Category | Default ticket category (Problem, Question, Feature, Task) | No |
| Default priority | Priority for new tickets from this channel | Yes |
| Default assignee | Agent the ticket is automatically assigned to | No |
| Active | Channel on/off | Yes |
| Auto-reply | Automatic email receipt confirmation | Yes |
Channel email address
The address is composed of: {prefix}@{brand-code}.portali.space
Examples:
support@worksys.portali.space— main support channelbilling@worksys.portali.space— billing inquiriesit@worksys.portali.space— IT requests
Important: The prefix must contain only lowercase letters, numbers, and hyphens. It must be unique within the brand.
Default settings
Each channel can have different default settings:
- Category — tickets from
billing@can automatically get the "Question" category - Priority — the
urgent@channel can have "High" default priority - Assignee — the
it@channel is automatically assigned to an IT specialist
Auto-reply
When auto-reply is enabled, the sender receives an email receipt confirmation with the ticket number. Auto-reply is protected by a rate limit — maximum 1 reply per sender per 24 hours.
Threading (email linking)
The system automatically recognizes replies to existing tickets using:
- Email headers — standard RFC headers (In-Reply-To, References)
- Ticket number in subject — format
[#WS-2026-0001] - Hidden marker — fallback identification method
When a customer replies to a notification email, the reply is automatically added as a comment to the correct ticket.
Auto-reopen
If a customer replies to an email for a ticket that was closed or resolved, the ticket is automatically reopened with "Open" status.
User management
- Existing customer — the email is matched to their account
- New sender — the system automatically creates a customer account (random password, the customer must reset it)
Activation / Deactivation
On the channel overview, you can quickly enable or disable a channel by clicking the toggle in the "Active" column. A deactivated channel stops receiving emails.
Deleting a channel
You can delete a channel via the trash icon. Existing tickets created through the channel are preserved.
Tip: Start with one
support@channel and add more specialized channels as needed.