> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/service-desk-and-tickets/setting-up-email-to-ticket.md).

# Setting Up Email-to-Ticket

Email-to-ticket lets you connect a dedicated email address to any desk in Harmony. When someone sends an email to that address, Harmony automatically creates a ticket, routes it through the AI Agent for classification, and notifies the right people - all without requiring the sender to log in to the portal.

This is useful for customers, external partners, or internal teams who prefer email over the self-service portal.

***

### How it works

When an incoming email is received on a desk's assigned address, Harmony does the following automatically:

* **Creates a new ticket** - The email subject becomes the ticket title and the email body becomes the ticket description.
* **Attaches files** - Any attachments included in the email are added directly to the ticket.
* **Sets the reporter** - The sender is recorded as the ticket reporter. If they do not already have a Harmony account, one is created for them automatically.
* **Adds CC recipients as watchers** - Anyone copied on the email is added as a watcher on the ticket so they receive updates.
* **Routes through the AI Agent** - The new ticket is passed to the AI Agent for classification and initial handling, just like tickets created through any other channel.

***

### Prerequisites

Before setting up email-to-ticket, make sure you have:

* A desk already created in Harmony that you want to connect.
* An email address you intend to assign to that desk (for example, a dedicated support inbox or an alias you control).
* Admin or desk manager permissions in Harmony.

***

### Setting up email-to-ticket for a desk

1. Navigate to **Service Desk** in the main navigation and open the desk you want to configure.
2. Go to the desk's **Settings**.
3. Find the **Email-to-Ticket** section and enter the email address you want to assign to this desk.
4. Save your changes.

Once saved, any email sent to that address will be converted into a ticket on the desk automatically.

> **Tip:** Each desk must have its own unique email address. You cannot share a single email address across multiple desks.

***

### Email-to-ticket field mapping

The table below shows how each part of an incoming email maps to ticket fields.

| Email component | Ticket field                         |
| --------------- | ------------------------------------ |
| Subject         | Title                                |
| Body            | Description                          |
| Attachments     | Ticket attachments                   |
| Sender          | Reporter (account created if needed) |
| CC recipients   | Watchers                             |

***

### Reporter account creation

If the sender's email address does not match an existing Harmony account, a new account is created for them automatically using their email address. This means external users can submit tickets without any manual setup on your part.

These auto-created accounts are standard reporter accounts. You can manage them later from the **Users** section in your admin settings if needed.

***

### AI Agent routing

Every ticket created through email-to-ticket is automatically routed through the AI Agent, the same way tickets submitted via the portal are handled. The AI Agent will attempt to classify the ticket, suggest a category, and apply any configured automation rules for that desk.

This ensures a consistent experience regardless of how a ticket was originally submitted.

***

### Troubleshooting

**Emails are not creating tickets**

* Confirm the email address is correctly saved in the desk settings.
* Check that emails are actually being delivered to the configured address and are not being blocked by a spam filter or mail server rule.

**Attachments are missing on the ticket**

* Verify the attachments are in a supported file format and within the size limits configured for your Harmony instance.

**The reporter account shows unexpected details**

* Auto-created accounts use the sender's email address as the account identifier. If the sender has a display name set in their email client, that name may be used as the account name.


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