Can customers open tickets just by emailing us, and how do replies get back to them?

Yes — customers can open tickets just by emailing you, and replies go straight back to them by email. This is the email-to-ticket feature, included on the Pro, Team, and Agency plans (and during your free trial).

Setup:

1. Go to Dashboard -> Install and find "Turn your support email into tickets." You'll see your inbox address, which looks like [email protected].
2. Forward your existing support address (e.g. [email protected]) to that inbox address. It works with any provider: Gmail (Forwarding and POP/IMAP), Google Workspace (admin routing rule), Microsoft 365 / Outlook (a forward rule), cPanel (Forwarders), Cloudflare (Email Routing).
3. Most providers send a one-time verification email — it arrives as a ticket in your DeskCrew inbox, so just open it and click the link.

How it works once connected:

• Every forwarded email opens a ticket and creates the customer from the sender.
• If your knowledge base covers the question, the AI drafts a reply grounded in your own articles and waits for your approval; otherwise the ticket is yours to answer.
• When you reply from the ticket, the customer receives a branded email from your workspace.
• When the customer replies, it threads back onto the same ticket automatically — even weeks later, and even if the ticket was closed (it reopens).

Good to know: auto-replies, bounces, and mailing-list mail are filtered out automatically so your queue stays clean. You can forward as many addresses as you like (support@, hello@, sales@) into the same workspace.