This guide helps your team get more value from TurboHelp's Email Configuration tools. Use it to understand the feature, configure it correctly, and know what to check before relying on it in your daily support workflow.
At a Glance
Use email settings to make TurboHelp the single place where customer messages become trackable tickets.
Test both new inbound requests and replies to existing tickets before launching.
Protect deliverability with authenticated sending domains and clean mailbox routing.
TurboHelp can turn incoming emails into new tickets and add customer replies to existing conversations. This lets your team manage email, chat, portal requests, and AI escalations from one shared support queue.
Incoming email is controlled from Admin > Settings > Email on the Incoming tab.
Choose an Incoming Email Method
TurboHelp can process incoming messages through different handlers depending on your email provider and hosting setup.
Webhook-based handlers: Best for providers such as Mailgun or other transactional email services that can call TurboHelp when a new email arrives.
Mailbox polling: Useful when TurboHelp needs to check an inbox directly using credentials you provide.
Forwarding: Useful when your public support address forwards messages into an address or handler connected to TurboHelp.
New Tickets and Replies
When an email arrives, TurboHelp checks whether it belongs to an existing conversation. If the message includes a known conversation reference, it is added as a reply. If it does not match an existing thread and new email tickets are enabled, TurboHelp creates a new ticket.
This keeps long-running customer issues in one place instead of splitting them into separate conversations every time someone replies by email.
Recommended Setup
Create a dedicated support address such as
[email protected].Configure your chosen incoming email handler in TurboHelp.
Set up forwarding, routing, or webhooks in your email provider.
Send a test email from an external address and confirm that a new ticket is created.
Reply to the notification email and confirm that the reply appears in the same conversation.
Unmatched Emails
If TurboHelp receives an email that cannot be matched to a valid ticket or requester, review the unmatched email behavior in your settings. In production, it is usually helpful to store unmatched messages during initial setup so you can diagnose routing or threading issues.
Troubleshooting Incoming Email
No ticket is created: Check forwarding rules, webhook URLs, mailbox credentials, and whether incoming email ticket creation is enabled.
Replies create new tickets: Confirm that your outgoing email templates preserve the conversation reference and that your provider is not stripping headers.
Duplicate tickets appear: Make sure the same support address is not connected through multiple handlers at the same time.
Messages go to spam: Verify your sending domain, SPF, DKIM, and DMARC records for outgoing mail.
Best Practices
Use a dedicated support address rather than a personal mailbox.
Send test messages from outside your domain to confirm real customer behavior.
Watch for duplicate tickets after changing forwarding, webhooks, or mailbox handlers.