How It Works
When an email arrives, Command processes it through a smart pipeline that ensures every message lands in the right place.This entire pipeline runs automatically in real time. From the moment an email hits your inbox to the moment an agent is notified, it takes just seconds.
Key Features
Auto Ticket Creation
Inbound emails are automatically converted into tickets. The system extracts sender info, subject, body content, and attachments — creating a fully structured ticket without any manual effort.
Smart Threading
Related emails are intelligently grouped into conversation threads using Message-ID headers, subject line patterns, and sender matching. Replies, forwards, and follow-ups all stay connected.
Inbox & Kanban Views
Switch between a traditional Inbox (table) view for fast scanning and a Kanban (card) view for visual pipeline management. Choose whichever fits your workflow.
Team Collaboration
Assign tickets to agents, @mention colleagues in private notes, and track who’s working on what. Everyone stays in the loop without stepping on each other’s toes.
Rich Attachments
Full support for inbound and outbound attachments — PDFs, images, documents, spreadsheets, and more. Attachments are stored securely and linked to the ticket for easy retrieval.
Real-Time Updates
New emails, status changes, and team activity appear instantly. No need to refresh — the inbox updates in real time as new messages arrive and tickets move through stages.
Ticket Lifecycle
Every ticket follows a clear lifecycle from creation to resolution. Here’s how tickets flow through the system:| Stage | Description | Typical Actions |
|---|---|---|
| New | Ticket just created, not yet assigned or reviewed | Auto-assigned or manually picked up by agent |
| In Progress | Agent is actively working on the ticket | Reading, researching, composing replies |
| Waiting | Agent has replied, waiting for borrower response | Follow-up reminder auto-scheduled |
| Done | Issue resolved, ticket closed | Archived; reopens automatically if borrower replies |
Views
Command offers two ways to manage your ticket queue. Use whichever fits your working style, or switch between them as needed.Inbox View
A traditional table layout showing tickets as rows. Fast to scan, easy to sort, and great for processing high volumes of tickets. Columns include subject, requester, assignee, priority, stage, and last activity.
Kanban View
A visual card layout organized by stage (New → In Progress → Waiting → Done). Drag and drop tickets between columns to change their status. Ideal for visual thinkers and pipeline management.
Priority Levels
Every ticket has a priority level that determines its urgency and how quickly it should be addressed.Urgent
Critical issues requiring immediate attention. Legal matters, regulatory deadlines, or escalated complaints. Response SLA: 1 hour.
High
Important issues that need prompt attention. Disputed charges, payment failures, or upset borrowers. Response SLA: 4 hours.
Medium
Standard requests that follow the normal workflow. Payment inquiries, account updates, or documentation requests. Response SLA: 24 hours.
Low
Non-urgent informational requests. General questions, feedback, or FYI communications. Response SLA: 48 hours.
Priority levels can be set automatically based on rules (e.g., emails containing “legal” or “dispute” get High priority) or manually adjusted by agents at any time.
Email Threading Logic
Command uses a 3-tier matching system to group related emails into conversation threads. This ensures replies, forwards, and follow-ups are always connected to the right ticket.Tier 1: Message-ID & References Headers
The system first checks email headers (
Message-ID, In-Reply-To, References) to match replies to their parent email. This is the most reliable method and catches standard email replies.Tier 2: Subject Line Pattern Matching
If headers don’t match, Command analyzes the subject line — stripping prefixes like “Re:”, “Fwd:”, and “RE:” — and matches against existing ticket subjects. This catches forwarded emails and replies from different email clients.
Integration Options
Command’s Email Tickets system integrates with popular email service providers. Choose the one that fits your infrastructure.- Gmail / Google Workspace
- SendGrid
- Infobip
Connect your Google Workspace email account for seamless send and receive. Supports OAuth authentication — no passwords stored.Features:
- Two-way sync with Gmail
- OAuth 2.0 authentication
- Support for aliases and shared inboxes
- Automatic threading via Gmail headers
Getting Started
Navigate to Email Tickets
Click Email Tickets in the main navigation sidebar. This opens the tickets module with your default view (Inbox or Kanban, depending on your last preference).
Review your assigned tickets
By default, you’ll see tickets assigned to you. Use the “Assigned to me” quick filter to focus on your queue, or switch to “All tickets” for a team-wide view.
Open a ticket
Click on any ticket row (Inbox view) or card (Kanban view) to open the full ticket detail panel. This shows the complete conversation thread, ticket properties, and available actions.
Using Views
Switch between two views depending on how you prefer to work.- Inbox View
- Card / Kanban View
The Inbox view presents tickets in a table layout — familiar, fast, and efficient for processing high volumes.Columns displayed:
Features:
| Column | Description |
|---|---|
| Subject | Email subject line (click to open ticket) |
| Requester | Name/email of the person who sent the email |
| Assigned Agent | Team member responsible for the ticket |
| Priority | Urgency level (Urgent, High, Medium, Low) |
| Stage | Current status (New, In Progress, Waiting, Done) |
| Direction | Inbound or Outbound |
| Last Activity | Timestamp of the most recent update |
| Unread | Indicator for unread messages in the thread |
- Click column headers to sort by any field
- Use the search bar and filters to narrow results
- Select multiple tickets with checkboxes for bulk actions
- Resize columns by dragging column borders
Filtering & Search
Quickly find the tickets you need with Command’s powerful filtering system.- Stage
- Agents
- Priority
- Direction
- Mentions
- Unread
Filter tickets by their current stage:
- New — show only unreviewed tickets
- In Progress — show only active tickets
- Waiting — show tickets awaiting borrower response
- Done — show resolved tickets
Working with Tickets
Opening a Ticket
Click the ticket
In Inbox view, click the ticket row. In Kanban view, click the card. The ticket detail panel opens on the right side (or full screen, depending on your layout preference).
Review the conversation thread
The main panel shows the full email conversation — newest messages at the top. Each message displays the sender, timestamp, and content. Attachments are shown inline or as download links.
Check ticket properties
The sidebar (right panel) shows ticket metadata: assignee, priority, stage, requester details, creation date, and related borrower profile. You can update any of these properties directly.
Replying to a Ticket
Click 'Reply'
At the bottom of the ticket thread, click the Reply button. The email composer opens with the recipient pre-filled and the subject line inherited from the ticket.
Compose your reply
Write your response using the rich text editor. You can format text (bold, italic, lists), add inline links, and insert images. Use a template if appropriate.
Add attachments (optional)
Click Attach to add files. Supported formats: PDF, DOCX, XLSX, PNG, JPG, CSV, and more (max 25 MB per attachment).
Add CC/BCC recipients (optional)
Expand the CC/BCC fields to include additional recipients — useful for looping in supervisors, legal, or other stakeholders.
Adding Notes
Notes let your team communicate internally about a ticket without the borrower seeing anything. There are two types:- Public Notes
- Private Notes
Public notes are visible to all team members who can access the ticket. Use these for:
- Status updates (“Spoke with borrower, they’ll pay by Friday”)
- Handoff notes (“Reassigning to Sarah — she handles dispute cases”)
- General context that helps the team understand the ticket’s history
@Mentioning Colleagues
Tag a team member in a note to get their attention:- Type
@followed by the colleague’s name - Select the person from the dropdown that appears
- They’ll receive a real-time notification that they’ve been mentioned
- The ticket will appear in their “Mentions” filter
@Mentions work in both public and private notes. When you @mention someone in a private note, that person can see the note even if they weren’t originally included. Use this to selectively share sensitive information.
Ticket Timeline
The ticket timeline is a chronological record of everything that has happened on a ticket. It provides full audit trail visibility.Event Types in the Timeline
Event Types in the Timeline
The timeline captures these event types:
Each event shows who performed the action and when, creating a complete audit trail.
| Event | Icon | Description |
|---|---|---|
| Inbound Email | 📥 | Email received from the borrower or external party |
| Outbound Email | 📤 | Email reply sent by an agent |
| Public Note | 📝 | Internal note visible to the team |
| Private Note | 🔒 | Confidential note visible to selected members |
| Stage Change | 🔄 | Ticket moved between stages (e.g., New → In Progress) |
| Assignment Change | 👤 | Ticket reassigned to a different agent |
| Priority Change | ⚡ | Priority level updated |
| Attachment Added | 📎 | File uploaded to the ticket |
| Ticket Reopened | 🔓 | Closed ticket reopened by a new email |
| Ticket Created | ✨ | Initial creation of the ticket |
Composing New Emails
You can also create outbound emails that aren’t replies to existing tickets — useful for proactive outreach.Click 'Compose'
In the Email Tickets module, click the Compose button in the top-right corner. A new email editor opens.
Enter the recipient
Type the borrower’s email address in the “To” field. You can also search for a borrower by name to auto-populate their email. Add CC/BCC recipients if needed.
Write the subject line
Enter a clear, descriptive subject. This will become the ticket subject and is used for threading future replies.
Compose the email body
Write your message or select a template. The rich text editor supports formatting, links, images, and file attachments.
Ticket Management
Updating Ticket Properties
You can update any ticket property from the detail panel sidebar:| Property | How to Update | Notes |
|---|---|---|
| Stage | Click the stage dropdown and select a new stage | Also updatable by dragging in Kanban view |
| Assignee | Click the assignee field and search for a team member | Triggers a notification to the new assignee |
| Priority | Click the priority badge and select a level | Changes are logged in the timeline |
| Tags | Click “Add tag” and type or select from existing tags | Use tags for custom categorization |
Bulk Actions
Select multiple tickets in Inbox view using the checkboxes, then use the bulk action toolbar:Bulk Assign
Assign all selected tickets to a specific agent. Great for redistributing workload or handling team changes.
Bulk Stage Change
Move all selected tickets to a specific stage. Useful for clearing resolved tickets or batch-processing new ones.
Bulk Priority
Update the priority level for all selected tickets at once.
Reopening Logic
Tickets automatically reopen when a new email is received from the borrower:- A ticket in Done stage receives a new reply → stage changes to In Progress automatically
- The assigned agent is notified of the reopened ticket
- The original conversation thread is preserved — all context is intact
- If the ticket was unassigned, it follows your team’s default assignment rules
Auto-reopen applies to any ticket in the Done stage that receives a new inbound email within the threading window. This prevents borrowers from falling through the cracks if they reply days or weeks later.
Ticket Workflow
Here’s the typical workflow an agent follows when handling a ticket from start to finish:Email Threading Details
Understanding how Command threads emails helps you troubleshoot cases where messages aren’t grouped correctly.Step 1: Check Message-ID Headers
Command first examines the email’s
In-Reply-To and References headers. These standard email headers contain the Message-ID of the parent email. If a match is found, the email is threaded to the existing ticket. This is the most reliable method.Step 2: Match Subject Line Pattern
If headers don’t match, Command strips common prefixes (“Re:”, “Fwd:”, “RE:”, “FW:”) from the subject line and compares it against existing ticket subjects. A match threads the email to the matching ticket. This catches forwarded emails and replies from different email clients.
Step 3: Match Requester + Subject + Time Window
As a final fallback, Command looks for emails from the same sender with a similar subject sent within a configurable time window (default: 7 days). This handles edge cases where email headers are stripped or modified. This is the broadest matching tier.
Attachments
Inbound Attachments
Files attached to incoming emails are automatically extracted and linked to the ticket. View them inline (images, PDFs) or download them. Common types include:
- Payment receipts and bank statements
- Identity documents
- Signed agreements
- Screenshots and supporting evidence
Outbound Attachments
Attach files to your reply emails. Drag and drop files into the composer, or click the attach button to browse. Use this for:
- Account statements
- Payment plan documents
- Settlement offer letters
- Instructional guides
Best Practices
Responding Efficiently
Responding Efficiently
- Use templates for common responses — payment reminders, dispute acknowledgments, and status updates
- Read the full thread before replying to avoid asking questions already answered
- Be specific in your response — include account numbers, amounts, dates, and next steps
- Keep it professional — use proper grammar, address the borrower by name, and sign off appropriately
- Set the right stage after replying — typically “Waiting” if you need a response from the borrower
Managing Your Queue
Managing Your Queue
- Process Urgent and High tickets first — always triage by priority
- Use filters to focus on what matters: “Assigned to me” + “New” shows your unreviewed tickets
- Don’t cherry-pick — work through tickets in priority order, not just the easy ones
- Set aside time for follow-ups — check “Waiting” tickets regularly for stale conversations
- Use Kanban view for a visual overview of your pipeline at a glance
Collaborating with Your Team
Collaborating with Your Team
- @Mention colleagues when you need input — don’t just reassign the ticket
- Use public notes for context that helps the team; private notes for sensitive info
- Reassign thoughtfully — include a note explaining why and what’s needed
- Check the mentions filter regularly — your colleagues are counting on your input
- Avoid duplicate replies — check if another agent has already responded before replying
Maintaining Quality
Maintaining Quality
- Proofread before sending — emails to borrowers represent your organization
- Include all necessary information — payment links, deadlines, contact info
- Use consistent formatting — templates help ensure a unified brand voice
- Log internal context — notes about conversations, decisions, and next steps help future agents
- Close tickets properly — don’t leave resolved tickets in “In Progress”
Keyboard Shortcuts
Navigate the Email Tickets module faster with keyboard shortcuts:| Shortcut | Action |
|---|---|
Ctrl + N | Compose new email |
Ctrl + R | Reply to current ticket |
Ctrl + Enter | Send email / save note |
Ctrl + Shift + N | Add internal note |
Ctrl + / | Focus the search bar |
J / K | Navigate to next / previous ticket in list |
E | Change stage of current ticket |
A | Assign current ticket |
P | Change priority of current ticket |
Esc | Close ticket detail panel |
On macOS, replace
Ctrl with Cmd for all shortcuts. Shortcuts are active when you’re in the tickets module and no text input is focused.Troubleshooting
Emails not creating tickets
Emails not creating tickets
Possible causes:
- The email integration is not configured or has disconnected. Check Settings → Email Configuration for connection status.
- Inbound emails may be caught by a spam filter before reaching Command. Check your email provider’s spam/junk folder.
- The sender’s email domain may be in your block list. Check Settings → Email → Blocked Domains.
- If using webhooks (SendGrid/Infobip), verify the webhook URL is correctly configured and receiving events.
Replies not threading to the correct ticket
Replies not threading to the correct ticket
Possible causes:
- The borrower changed the subject line, breaking subject-based matching.
- Email headers (
In-Reply-To,References) were stripped by an intermediary mail server. - The reply came from a different email address than the original requester.
Cannot send replies — 'No email configured' error
Cannot send replies — 'No email configured' error
Your user account doesn’t have a sending email address configured. Contact your administrator to set up your email in Settings → Email Configuration → Agent Emails. You need an approved sending address before you can reply from Command.
Attachments not downloading
Attachments not downloading
Possible causes:
- The file may have been removed by retention policies. Check with your admin.
- Browser pop-up blockers may be preventing the download. Allow pop-ups for the Command domain.
- The file format may be blocked by your organization’s security policy.
Ticket not auto-reopening on new email
Ticket not auto-reopening on new email
Possible causes:
- The new email may have been treated as a new ticket (different subject line or threading mismatch).
- The ticket may have been archived rather than set to Done.
- The threading time window may have expired (default: 7 days from last activity).
Advanced Features
Custom Reply-To Address
Custom Reply-To Address
Configure a custom Reply-To address for outbound emails. This lets you send from a branded address (e.g.,
collections@yourcompany.com) while routing replies to Command’s processing pipeline.Set this up in Settings → Email Configuration → Reply-To Address. You can configure different Reply-To addresses per team or department.Email Signatures
Email Signatures
Create professional email signatures that are automatically appended to your outbound emails. Signatures can include:
- Agent name, title, and contact information
- Company logo and branding
- Legal disclaimers and compliance notices
- Links to payment portals or self-service options
Timeline Export
Timeline Export
Export the complete ticket timeline for compliance, legal proceedings, or record-keeping. The export includes:
- All email messages (inbound and outbound)
- Public notes (private notes excluded)
- Stage and assignment change history
- Timestamps and agent information
Frequently Asked Questions
Can I use my personal email address to send replies?
Can I use my personal email address to send replies?
No. All outbound emails are sent from organizationally configured email addresses to ensure brand consistency and compliance. Your administrator sets up approved sending addresses in email configuration settings.
What happens to emails sent to the wrong ticket?
What happens to emails sent to the wrong ticket?
If an email is incorrectly threaded, contact your administrator to manually re-thread it to the correct ticket. The system’s threading logic is accurate in the vast majority of cases, but edge cases can occur when subject lines are reused or headers are stripped.
Can I delete a ticket?
Can I delete a ticket?
Tickets cannot be deleted by agents — this is a compliance safeguard. Tickets can be marked as Done, which effectively archives them. If a ticket was created in error (e.g., spam), your administrator can handle removal through the admin panel.
How do I handle spam emails that create tickets?
How do I handle spam emails that create tickets?
Mark the ticket as Done and tag it as “Spam”. Report the sender to your administrator so they can add the domain or address to the block list. Over time, this reduces spam ticket creation.
Can multiple agents work on the same ticket?
Can multiple agents work on the same ticket?
Yes! Multiple agents can view the same ticket simultaneously. Use @mentions and notes to collaborate. However, only one agent should send the reply to avoid duplicate or conflicting responses. The assigned agent is typically the one who replies.
What's the difference between reassigning and @mentioning?
What's the difference between reassigning and @mentioning?
Reassigning transfers ownership of the ticket to another agent — they become responsible for resolving it. @Mentioning is a lightweight way to get someone’s attention without transferring ownership. Use @mentions for quick questions or input; use reassignment when the ticket needs to be handled by someone else.