> ## Documentation Index > Fetch the complete documentation index at: https://docs.command.cleargrid.ai/llms.txt > Use this file to discover all available pages before exploring further. # Email Tickets > Transform emails into structured support tickets with smart threading and team collaboration Command's Email Tickets system transforms your email communications into organized, trackable support tickets. Every inbound email is automatically parsed, matched to existing conversations, and routed to the right team member. No more lost emails, duplicate responses, or forgotten follow-ups. Whether you're managing borrower inquiries, dispute resolution, or payment confirmations — the Email Tickets module keeps everything threaded, prioritized, and visible to your entire team. ## How It Works When an email arrives, Command processes it through a smart pipeline that ensures every message lands in the right place. ```mermaid theme={null} flowchart TD A["📧 Inbound Email"] --> B["🔍 Parse & Extract\nSender, Subject, Body, Attachments"] B --> C{"🔗 Match Existing\nThread?"} C -->|"Yes"| D["📎 Add to Existing Ticket\nAppend to conversation thread"] C -->|"No"| E["🆕 Create New Ticket\nAuto-assign priority & stage"] D --> F["🔔 Notify Assigned Agent\nReal-time update in inbox"] E --> F F --> G["👤 Agent Reviews & Responds"] G --> H["📤 Reply Sent via Email\nAuto-logged to ticket timeline"] ``` 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 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. 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. Switch between a traditional **Inbox** (table) view for fast scanning and a **Kanban** (card) view for visual pipeline management. Choose whichever fits your workflow. 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. 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. 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: ```mermaid theme={null} stateDiagram-v2 [*] --> New: Email received New --> InProgress: Agent starts working InProgress --> Waiting: Awaiting borrower reply Waiting --> InProgress: Borrower responds InProgress --> Done: Issue resolved Done --> InProgress: Reopened (new email) Done --> [*] ``` | 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 | Tickets in the **Done** stage automatically reopen if the borrower sends a new reply. This ensures no follow-up falls through the cracks — even weeks later. ## Views Command offers two ways to manage your ticket queue. Use whichever fits your working style, or switch between them as needed. 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. 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. Critical issues requiring immediate attention. Legal matters, regulatory deadlines, or escalated complaints. **Response SLA: 1 hour.** Important issues that need prompt attention. Disputed charges, payment failures, or upset borrowers. **Response SLA: 4 hours.** Standard requests that follow the normal workflow. Payment inquiries, account updates, or documentation requests. **Response SLA: 24 hours.** 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. 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. 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. As a final fallback, the system looks for emails from the same sender with a similar subject within a configurable time window (default: 7 days). This catches edge cases where headers are stripped. If none of the three tiers match, a **new ticket is created** automatically. ## Integration Options Command's Email Tickets system integrates with popular email service providers. Choose the one that fits your infrastructure. 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 Use SendGrid as your email delivery provider for high-volume outbound email with advanced deliverability features. **Features:** * High deliverability with dedicated IP options * Webhook-based inbound email processing * Open and click tracking * Bounce and spam complaint handling Integrate with Infobip for email delivery as part of a broader omnichannel strategy (Infobip also supports SMS and WhatsApp). **Features:** * Omnichannel delivery platform * Webhook-based inbound processing * Delivery and engagement analytics * Built-in compliance tools *** ## Getting Started 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). 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. 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. Read the email thread, compose a reply, add internal notes, or update the ticket status. Everything you need is in the ticket detail panel. *** ## Using Views Switch between two views depending on how you prefer to work. The Inbox view presents tickets in a **table layout** — familiar, fast, and efficient for processing high volumes. **Columns displayed:** | 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 | **Features:** * 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 The Kanban view displays tickets as **cards organized in columns** by stage — giving you a visual pipeline of your work. **Columns:** * **New** — Newly created, unassigned or unreviewed tickets * **In Progress** — Tickets actively being worked on * **Waiting** — Agent has replied, waiting for borrower response * **Done** — Resolved tickets **Features:** * **Drag and drop** tickets between columns to change their stage * Each card shows subject, requester, priority badge, and last activity * Cards are color-coded by priority for quick visual scanning * Click a card to open the full ticket detail panel *** ## Filtering & Search Quickly find the tickets you need with Command's powerful filtering system. 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 Combine multiple stages by selecting more than one. Filter by assigned agent: * **Assigned to me** — your personal queue * **Unassigned** — tickets not yet assigned to anyone * **Specific agent** — select a team member's name * **All agents** — see everything Filter by urgency level: * **Urgent** — critical, time-sensitive issues * **High** — important, needs prompt attention * **Medium** — standard workflow * **Low** — non-urgent, informational Filter by email direction: * **Inbound** — emails received from borrowers * **Outbound** — emails sent by your team * **All** — both directions Show tickets where you've been **@mentioned** in internal notes. This is a quick way to find tickets where a colleague has asked for your input or flagged something for your attention. Filter to show only tickets with **unread messages**. An unread indicator appears on tickets that have new emails or notes you haven't viewed yet. Great for catching up after a break. **Combine filters** for precise results. For example: Stage = "In Progress" + Agent = "Me" + Priority = "High" shows only your high-priority active tickets. Filters persist until you clear them. *** ## Working with Tickets ### Opening a 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). 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. 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. From here you can: reply to the email, add an internal note, change the ticket stage, reassign to another agent, adjust priority, or link to a borrower profile. ### Replying to a Ticket 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. 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. Click **Attach** to add files. Supported formats: PDF, DOCX, XLSX, PNG, JPG, CSV, and more (max 25 MB per attachment). Expand the CC/BCC fields to include additional recipients — useful for looping in supervisors, legal, or other stakeholders. Preview your email, verify all details, and click **Send**. The reply is dispatched, logged to the ticket timeline, and the ticket stage automatically updates to **Waiting** (awaiting borrower response). You must have a configured **email address** to send replies. If you see a "No email configured" error, contact your administrator to set up your sending email in **Settings → Email Configuration**. ### Adding Notes Notes let your team communicate internally about a ticket without the borrower seeing anything. There are two types: 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 Public notes appear in the ticket timeline with a distinct "Note" badge so they're clearly differentiated from email messages. Private notes are visible only to **you and specified team members**. Use these for: * Sensitive information that shouldn't be broadly shared * Draft thoughts or investigation notes * Confidential compliance or legal observations Private notes are marked with a lock icon and are only visible to the note author and any @mentioned team members. ### @Mentioning Colleagues Tag a team member in a note to get their attention: 1. Type `@` followed by the colleague's name 2. Select the person from the dropdown that appears 3. They'll receive a **real-time notification** that they've been mentioned 4. 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. The timeline captures these event types: | 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 | Each event shows who performed the action and when, creating a complete audit trail. *** ## Composing New Emails You can also create outbound emails that aren't replies to existing tickets — useful for proactive outreach. In the Email Tickets module, click the **Compose** button in the top-right corner. A new email editor opens. 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. Enter a clear, descriptive subject. This will become the ticket subject and is used for threading future replies. Write your message or select a template. The rich text editor supports formatting, links, images, and file attachments. Click **Send**. A new outbound ticket is created automatically, with the email logged as the first message in the timeline. The ticket stage is set to **Waiting** (awaiting borrower reply). *** ## 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: Assign all selected tickets to a specific agent. Great for redistributing workload or handling team changes. Move all selected tickets to a specific stage. Useful for clearing resolved tickets or batch-processing new ones. 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: ```mermaid theme={null} sequenceDiagram participant Agent participant Command as Command Platform participant Email as Email System participant Borrower Agent->>Command: Opens ticket from inbox Command->>Agent: Shows full email thread & borrower context Agent->>Command: Reads conversation history Agent->>Command: Checks borrower profile & account details Agent->>Command: Composes reply Command->>Email: Sends email to borrower Email->>Borrower: 📧 Email delivered Command->>Command: Auto-logs reply to timeline Command->>Command: Stage → Waiting Borrower->>Email: Sends reply Email->>Command: Inbound email received Command->>Command: Threaded to existing ticket Command->>Command: Stage → In Progress Command->>Agent: 🔔 Notification: new reply Agent->>Command: Reviews reply, resolves ticket Command->>Command: Stage → Done ``` *** ## Email Threading Details Understanding how Command threads emails helps you troubleshoot cases where messages aren't grouped correctly. 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.** 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.** 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.** If none of the three tiers produce a match, the email is treated as a **new conversation** and a fresh ticket is created. The ticket inherits default priority and assignment rules. If a borrower starts a completely new subject line, it will create a new ticket — even if they're an existing contact. This is by design, as a new subject typically means a new topic. If tickets need to be merged, ask your administrator. *** ## 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 All attachments are stored securely with encryption at rest. 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 Maximum file size: **25 MB per attachment**. Multiple files can be attached to a single email. *** ## Best Practices * **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 * **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 * **@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 * **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 **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. **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. **Resolution:** Manually merge misthreaded tickets by contacting your administrator. To prevent future issues, encourage borrowers to reply directly to your emails rather than composing new ones. 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. **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. **Resolution:** Try right-clicking the attachment link and selecting "Save As". If the issue persists, contact support. **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). **Resolution:** Check if a new ticket was created instead. If so, your admin can merge the tickets. Adjust the threading time window in settings if this happens frequently. *** ## Advanced Features 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. 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 Configure your personal signature in **Settings → Profile → Email Signature**, or ask your admin to set a team-wide default in **Settings → Email Configuration → Default Signature**. 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 To export: open a ticket → click the **⋯ (more)** menu → select **Export Timeline**. Choose PDF or CSV format. *** ## Frequently Asked Questions 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. 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. 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. 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. 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. **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.