📩 How to Set Up Email-to-Ticket Automation in Supportbench (Step-by-Step Guide)

Marcel Gravelle

08-May-2025

📩 How to Set Up Email-to-Ticket Automation in Supportbench (Step-by-Step Guide)

Overview

Handling incoming support requests manually can lead to delays, inconsistent ticket handling, and customer frustration. With Supportbench's email-to-ticket automation, you can ensure that every incoming support email is automatically converted into a structured ticket — prioritized, categorized, and assigned without lifting a finger.

In this step-by-step guide, you'll learn how to create powerful workflows in Supportbench to automatically turn incoming emails into support tickets, intelligently routed based on domain, keywords, or other conditions.

✉️ What is Email-to-Ticket Automation?

Email-to-ticket automation in Supportbench allows incoming emails from customers to be:

• Instantly converted into support tickets

• Prioritized based on keywords or sender

• Assigned to the correct agent or team

• Categorized with the proper issue type or tag

This streamlines your entire ticketing process and reduces response time dramatically.

🔧 Step 1: Configure Your Email Channel (If Not Already Done)

Before creating a workflow, make sure your support email (e.g., support@yourcompany.com) is connected to Supportbench.

1. Go to Configuration >  Email Configration > Routes (refer to this article for more on this: How to get your email into Supportbench)

2. Add your support email address and authenticate it.

3. Ensure that incoming emails are being captured as tickets in your system.

✅ Once email ingestion is active, it's time to automate.

🛠️ Step 2: Navigate to Workflow Settings

1. From your Supportbench dashboard, go to Configuration > Workflows.

2. Click “Create New Workflow”.

3. Give your workflow a clear name, e.g., "Email - Assign Urgent Cases".

📌 Step 3: Define Your Workflow Requirements

This is where you tell Supportbench what kind of emails should trigger the workflow.

You can filter by:

• Email domain (e.g., @vipclient.com)

• Specific keywords in the subject or body (e.g., "urgent", "escalation", "bug")

• Presence of attachments

• Custom fields or metadata

🔍 Example Requirements:

This will ensure only high-priority incidents from known clients trigger this automation.

⚙️ Step 4: Set Workflow Actions

Once your conditions are met, Supportbench lets you automate several powerful actions:

✅ Common Actions for Email-to-Ticket Workflows:

• Assign Priority:
  Set to High, Urgent, or any custom priority level.

• Assign Issue Type:
  E.g., Billing, Outage, Login Issue, or other categories used in reporting.

• Assign Ownership:
  Route to a specific user, team, or support tier based on expertise or urgency.

✨ Step 5: Test Your Workflow

Before going live:

1. Send a test email that matches the criteria.

2. Confirm the email is converted into a ticket.

3. Check if the ticket reflects:

   • Correct priority

   • Proper issue type

   • Assigned owner or group

🧪 Pro Tip: You can review automation history under Audit Logs or by reviewing ticket metadata.

🔄 Step 6: Iterate & Optimize

As your support team grows, revisit your workflows regularly to:

• Add new keywords or update issue mappings

• Handle exceptions or new clients

• Split routing logic between different teams

🧠 Smart Tip: Consider pairing this with AI sentiment detection or customer tiers to trigger more intelligent routing decisions in the future.

💼 Use Cases to Inspire You

Here are some real-world examples of how companies use email-to-ticket workflows:

Final Thoughts

With just a few clicks, you can turn Supportbench into a fully automated ticketing machine, intelligently converting emails into categorized, assigned, and prioritized tickets.

Setting up email-to-ticket automation workflows eliminates repetitive manual tasks and ensures faster, more consistent support across your organization.

Take the time to set up a few core workflows — and your agents (and customers) will thank you.