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
Navigate to Service Desk in the main navigation and open the desk you want to configure.
Go to the desk's Settings.
Find the Email-to-Ticket section and enter the email address you want to assign to this desk.
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.
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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