how-to · Settings
Open this in the console
Take tickets by email.
When ticketing is switched on, the hub creates an address such as example-it-support@eml.binaryelements.com through BE Agent Mail. Mail to it becomes a ticket; replies to the ticket's emails continue it; your public replies go out from that address.
Forward or redirect your existing support mailbox to the address, keeping the original headers. Senders from a company's email domains are filed to that company automatically; anyone else lands in the unfiled list for an admin to file.
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The support address
Settings › service desk shows the organisation's support address and what to forward to it. Company admins set each company's email domains under Companies, so unknown senders are filed by domain.
Auto-replies and out-of-office mail are dropped and listed under dead letters on the same tab. A reply to a closed ticket opens a new one linked to the old.