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Automatically Create Tickets from Inbound Emails

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Updated at Apr 07, 2025
By Kali Patrick

Table of Contents

Set Up a Mailbox Enable the Ticket Setting Troubleshooting

Related Docs

  • Configure a Custom-branded Email/Mailbox
  • Configure Verified Email Domains

Syncro can automatically create Tickets from inbound emails whenever the sender's email address matches an existing Customer (or a Contact of the Customer). 

This document summarizes what you need to do to automatically convert inbound emails into Tickets.

You can read on, or watch this short video to learn more:

Set Up a Mailbox

First, configure a custom-branded email/Mailbox that you'll use to convert your Leads to Tickets, such as help@yourcompany.com. 

During this process you'll decide exactly how you want your tickets to be created from inbound emails. Your options are as follows:

Option Description
Never No Tickets will be created from inbound email.
Always Syncro will create Tickets from inbound emails (assuming there's enough data to create a Customer). Selecting this option may result in Customers being created when they shouldn't be.
Only for Existing Customers 

(recommended)

Tickets will only be created if a Customer matches an email address already exists in your account.

 

Tip: Syncro can recognize Customers via their email domain, which you can indicate on the Custom Fields tab when you create or edit a Customer: 
 

 

We recommend you choose this option. This way, if Syncro recognizes the Customer, a Ticket is made for that Customer. If not, a Lead is created instead. You can later determine if that Lead is an existing Customer, a potential future Customer, or not a valid person for entering Tickets. 

For detailed instructions, see Configure a Custom-branded Email/Mailbox.

Enable the Ticket Setting

To have incoming emails to your Mailbox automatically converted to Tickets you must also:

  1. Navigate to Admin > Tickets - Preferences.
  2. Check the “Create Tickets from Leads (If Valid)” checkbox.
  3. Click Save.

Note: This setting affects any inbound email that isn't already another type of classifiable message, like a reply to an existing Ticket or Estimate.

Troubleshooting

The table below describes common issues with creating tickets from emails, and how to correct them.

Issue/Error Possible Solutions
You've forwarded your emails correctly and they're still not showing up in Syncro. Ensure your email is being forwarded as the originating address and not the forwarded address. (Some providers call this redirecting.)  

No matter what your email provider calls it, make sure you're forwarding emails as the originating address, not the forwarded address.
Leads and/or Tickets aren't being created in my Syncro account. This commonly happens if the Leads module is disabled on the account. Navigate to Admin > Leads - Preferences and make sure the Enable Leads Module box is checked. The Leads module is actually a component of the email system and needs to be active for inbound email routing to work.
Email doesn't seem to be hitting my account like it used to.

Navigate to Admin > Leads - Preferences and make sure the Enable Leads Module box is checked.

 

After that, if NO email is coming in across all customers, most often this is because of the inbound traffic not being forwarded (routed) correctly back to the Syncro account.

 

Navigate to Admin > Emails/SMS - Mailboxes. Then click the Edit (pencil) icon for your Mailbox. Copy the rsmbox address on the right and try emailing that from your email address. If a Lead is created from that test email, that means Syncro is accepting inbound traffic and the likely culprit is a bad forwarding rule on your email server-side that forwards to Syncro.

Emails aren't showing up in Syncro, and I'm seeing a 'Relay access denied' error on my mail server. 

It's likely that emails aren't actually being sent from your server due to a lack of relay permissions. This can happen when you're using third-party email protection, and may mean one of two things:

  1. The SPF record of your email server isn’t configured properly, and is being detected as ‘High risk’ by your email filtering service, which blocks the sending of the email to protect the recipients.
  2. A new IP range may have been recently added by your email provider, and this range needs to be added to your filtering service’s relay table to authorize it.

Depending on your provider, you may or may not have access to make the required adjustments to your SPF record or relay table. If you find that you can't make the necessary changes, Syncro recommends contacting your email provider or spam filtering provider for assistance.

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