Email-to-ticket routing

Most of your inbound queries arrive by email. Email-to-ticket routes those emails into PropLink so they become tickets without anyone copy-and-pasting.

How it works

1. PropLink gives each organisation an inbound email address per category. For example [email protected].
2. You forward your existing inbox to that address (or set it as a separate channel).
3. When an email arrives, PropLink parses the sender, subject, body and attachments.
4. PropLink creates a ticket. The category is the address that received the email.
5. The sender becomes the reporter (matched against the contact directory by email).
6. Replies on the ticket go back to the sender by email.

Set up an inbound address

1. Open Settings → Ticket inbound addresses → Add address.
2. Pick the category to associate.
3. PropLink generates the address.
4. Forward your existing inbox to it (instructions vary by mail provider).
5. Send a test email to confirm.

Matching the sender to a contact

PropLink looks up the sender's email address in the contact directory:

• If a single contact matches, the ticket is linked to that contact.
• If multiple contacts have the same email (rare), PropLink picks the most recently used and flags the ticket for confirmation.
• If no contact matches, the ticket is created with an ad-hoc reporter and you can link it later.

Threading replies

When the sender replies to the email PropLink sent, their reply lands back on the same ticket. PropLink uses the ticket reference in the email subject (e.g. [#TKT-2026-0042]) to thread reliably.

If the reference is stripped or the reply comes from a different email address, PropLink creates a new ticket and links the two.

Handling attachments

Email attachments are saved to the ticket as files. The total attachment size cap is 25 MB per email. Larger files are skipped with a note in the ticket so you know to ask for them another way.

Auto-replies and bounces

PropLink ignores out-of-office auto-replies (detected by header) so your tickets do not get cluttered. Bounce notifications are recorded as system events on the original ticket so you know the recipient did not receive your message.

Spam handling

Inbound mail is filtered for spam before becoming a ticket. Suspected spam is held for review under Tickets → Inbound → Review queue. Approve to release, or delete to discard.

Customising the auto-reply

When a ticket is created from email, PropLink sends an automatic acknowledgement to the sender. Customise the wording under Settings → Templates → Email-to-ticket acknowledgement.