Email Piping

Email piping connects incoming mail to workspace requests and support tickets. It requires the owner's Email piping feature and permission to manage workspace settings.

Enable Incoming Email

1. Open Workspace Settings > Email Piping.
2. Turn on email piping.
3. Copy the generated Requests address and Tickets address.
4. Set the default request priority, ticket priority, and ticket type.
5. Save the settings.

Use the exact addresses displayed for this workspace. A mailbox used by one workspace should not be reused for another. If you forward a familiar client-facing address to a generated address, check that forwarding preserves the original sender.

Create a Request or Ticket by Email

1. Add the client to the workspace and confirm their account email.
2. Ask them to email the generated Requests or Tickets address from that email account.
3. Use the email subject as a clear title and put the details in the body.
4. Open Requests or Tickets and check the new record and any attachments.

The sender must resolve to an active member of the workspace. An unknown address does not automatically create a new client, lead, request, or ticket. Check the sender's account email when an expected message is missing.

The subject becomes the title and the message body becomes the description. New records use the configured default priority and, for tickets, default type. Attachments received with the message are added to the created record.

Reply to Existing Work

Use Reply on an AgencyPro notification that includes a conversation reply address. Keep that reply address intact so the system can identify the original request or ticket. Sending a new message to a general incoming Requests/Tickets address creates new work instead of selecting an existing thread.

Reply routing also checks the sender's access. Clients must be authorized for the original request or ticket; staff need the applicable comment/reply permission. Possessing a forwarded notification does not grant access to its conversation.

Check the Flow

Test with an existing workspace client: send a new message to the appropriate incoming address, inspect the created record, and then test a reply to a notification. Confirm both message text and attachments arrive in the expected workspace.

Email delivery also depends on the application's incoming mail service being configured. If generated addresses do not receive mail, contact AgencyPro support with the workspace, sender, recipient address, subject, and approximate send time.

Troubleshooting

• Settings show an upgrade prompt: check the owner's plan includes Email piping.
• No record appears: confirm piping is enabled, the destination is the generated address, and the sender is an active workspace member.
• Replies create separate records: use the original notification's reply address instead of a general incoming address.
• A reply is rejected: verify the sender still has access to the original conversation.
• Unexpected default priority/type: review this page's defaults and save them again.

See Requests, Tickets, and Notifications.