Tickets and clients
Understand the current status of email intake
Use the portal today; inbound mailbox activation is queued for Batch 13.
Inbound email intake is not activated in the current environment. Mailbox activation is queued for Batch 13. Do not ask a client to email an assumed support address and expect a ticket to appear. Outbound invitation or notification email working does not mean inbound ticket email is enabled.
Before you start
Make sure the requester has accepted an invitation and can sign in to the correct client organization. To verify the request on the staff side, you need current access to that ticket.
Submit or follow a request today
Ask the client to sign in to their portal and choose Submit a request, or use an available authenticated request form.
Have them open the created request and reply there. They can add permitted attachments through the normal upload and scanning flow.
Open Tickets on the staff side and verify that the request or reply is present. Use the ticket's key when coordinating follow-up.
The result you can rely on today is the request and conversation stored in Flow. See request forms and the client portal for the relevant steps.
What already exists in the application
The application has an authenticated intake processor that can turn a recognized client's message into a ticket and a threaded reply into a comment. It deduplicates message deliveries, rejects unknown or unauthorized senders, checks organization and ticket access, and subjects attachments to file policy and scanning. Authorized client replies are public; staff email replies are filed as internal notes rather than silently becoming client-facing replies.
Those capabilities are not a connected mailbox. A local demonstration or an intake API result is not evidence that incoming mail to a real address is being received.
When activation is announced
Use only the address your workspace owner confirms after activation and an end-to-end delivery check. Send from the invited account's address, keep the ticket key/thread when replying, and check the portal for the resulting ticket or comment. You will still need current workspace and ticket access; knowing a ticket key is not permission to post.
If you already sent an email
Check the portal before creating another request. If nothing appears, submit through the portal and tell the team that you previously emailed. Keep the time and recipient address for troubleshooting, rather than sending repeated copies to an unconfirmed mailbox. There is no email-connection checklist step to complete in this release.