Email ticketing
Email ticketing on the mailbox you already use, in the customer’s own thread.
Connect your Gmail, Microsoft 365 or Google Workspace mailbox. A customer’s mail becomes a ticket, and your reply goes out from your own address, in the same thread in their Gmail or Outlook.
- Connects
- Gmail
- Microsoft 365
- Google Workspace
- SMTP / IMAP
Shared mailboxes today
support@ is one inbox, five people, and no way to tell who replied.
“Did anyone answer this?”
In a shared mailbox, a read mail looks just like a handled one.
“Her reply started a new thread.”
When the tool sends from its own address, the history splits in two.
“I answered from Outlook, so nobody saw it.”
A reply written outside the helpdesk is invisible to the rest of the team.
Connect
Connect the mailbox your customers already write to.
Gmail, Zoho, Yahoo, iCloud or any SMTP / IMAP server, with an app password. Microsoft 365 through your own Entra app, or with Sign in with Microsoft. Google Workspace through your own service account.
- Several mailboxes, a From picker and a default
- Sign in with Microsoft: no password typed, no app to register
- 1 mailbox on Basic, 5 on Pro
Tickets by source. Mail from a connected mailbox is marked Email, next to WhatsApp, live chat and the support form.
Mail to ticket
Every mail becomes a ticket, and every reply lands on it.
Axonave reads the mailbox about once a minute. A new mail opens a ticket. The customer’s reply lands on that same ticket, and a resolved one reopens. Nothing in your mailbox is marked read or moved.
- Bounces, auto-replies and mail loops are dropped
- A reply moves the ticket back to In Progress
- SLA policies for email tickets start the clock
A resolved ticket (this one began on WhatsApp). A customer’s email reply would reopen it on its own.
Reply in the thread
Your reply leaves from support@, inside the customer’s thread.
Replies go out from your own mailbox with the thread’s headers, so Gmail and Outlook keep the conversation together. A copy lands in your Sent folder.
- Reply, reply all and forward
- To, Cc and Bcc, and inline images
- A copy in your Sent folder
The ticket conversation, where agents write replies. This one is on WhatsApp; on an email ticket the reply leaves from your mailbox.
Outlook and Gmail
Replied from Outlook? It’s on the ticket anyway.
Replies your team writes in Outlook or Gmail are picked up from the Sent folder and added to the ticket. The next agent sees the whole conversation, and so does the customer’s timeline.
- Synced from Sent
- The whole thread on one ticket
- On the customer’s timeline, next to chats and deals
A contact’s timeline: tickets, replies and the deal in one column.
Side conversations
Ask the supplier in a side conversation the customer never sees.
Forward a ticket to a supplier or a courier. Their thread becomes an internal side conversation on the ticket, apart from the customer’s. Set Wait on 3rd Party and the resolution clock pauses.
- Forward to anyone, from the ticket
- Kept internal
- Wait on 3rd Party pauses the SLA
An internal note on a ticket, marked not visible to the customer. A side conversation stays internal the same way.
Connected to everything else in Axonave
An email ticket is a ticket like any other, on the customer’s record.
It gets the same SLA policies, categories, teams and surveys as tickets from WhatsApp and web chat. The thread shows on the customer’s timeline.
One customer recordchats · tickets · deals · AI answers
- Omnichannel InboxWeb chat and WhatsApp
- Chatbot & Flow BuilderAnswers saved to the CRM
- AICited answers, hand-over
- Knowledge Base & Help CentreWhat the AI answers from
- HelpdeskTickets with SLAs
- CRMLeads from every chat
Helpdesk
SLAs, categories, teams and automations for email tickets.
Omnichannel inbox
Web chat and WhatsApp next door, on the same customer.
AI
Agent Assist drafts the email reply from your articles.
Platform
Six modules around one customer record.
One thread, three places
In Jason’s Gmail it’s one conversation. In Axonave it’s one ticket.
Kopi Lane wrote to support@ about three wobbly stools. Mei Ling replied to all, asked the supplier in a side conversation, and Jason’s next mail landed on the same ticket. His inbox never split the thread.
1 · Jason’s inbox, Gmail or Outlook
One conversation
Kopi Lane: replacement stools for Telawi outlet (3)
Jason Low
Three stools arrived with loose legs…
Teras Home Support
Sorry, Jason. Replacements leave Thursday.
Jason Low
Thanks. Can you deliver before 10 am?
Every reply carries the thread’s headers, so the customer’s mail app keeps it together.
2 · In Axonave
Ticket TKT-1215
Jason Lowemail
Mail in → new ticket
Mei Ling, reply allpublic
From support@ · Cc kept
Side conversationinternal
Forwarded to the stool supplier
Jason Lowemail
His reply, on the same ticket
The first mail opened the ticket. Each reply lands on it, and a resolved ticket reopens.
3 · Your mailbox
support@terashome.example.com
Sentcopy
Re: Kopi Lane: replacement stools for Telawi outlet
Inbox
Read about once a minute, never marked read or moved
Replies go out from your own mailbox. One written in Outlook or Gmail is synced into the ticket.
500
connected mailboxes read within a minute (46 s on one worker, 22 s on two)
Source: Internal tests, Nov 2026
The mailboxes teams connect first
support@
Customer questions as tickets with SLAs, answered from support@.
orders@ or sales@
A second mailbox with its own team, picked in the From field.
B2B accounts
Reply all keeps the customer’s Cc list. The supplier stays in a side conversation.
Questions about email ticketing
Which mailboxes can we connect?
Gmail, Zoho, Yahoo, iCloud or any SMTP / IMAP server, with an app password. Microsoft 365 through your own Entra app, or with Sign in with Microsoft. Google Workspace through your own service account.
Do we need a new email address?
No. You keep support@, or whichever address your customers already use. Replies go out from it, and a copy lands in its Sent folder.
Will the customer see one thread or several?
One. Each reply carries the thread’s headers, so Gmail and Outlook keep the conversation together, and the customer’s next mail lands on the same ticket.
Does Axonave change anything in our mailbox?
It reads new mail about once a minute and never marks it read or moves it. Bounces, auto-replies and mail loops are dropped, not turned into tickets.
What if a mailbox disconnects?
Each mailbox is tested daily. A lost login is flagged Needs reconnect, and your admins are told once. Outgoing mail waits up to 72 hours and goes out when it’s fixed.
Can replies written in Outlook show up in Axonave?
Yes. Replies your team writes in Outlook or Gmail are synced from the Sent folder into the ticket.
How many mailboxes are included?
Basic includes 1 mailbox and Pro 5. Enterprise has no caps. Before you connect one, replies go out as “your name via Axonave”, up to 50 a day.
Is there a free trial?
Yes. Try Pro free for 14 days. No card needed.
See your support mailbox in Axonave.
We reply within one business day by email or WhatsApp.