User GuideForms & Email to Ticket
Forms & Email to Ticket
Let people outside your team raise tickets: share a form that turns every answer into a ticket, or give a board its own e-mail address. Reply to the person who asked straight from the ticket.
Forms · Questions · Spam protection · Answers · Board e-mail address · E-mail log · Requester replies
User GuideForms & Email to Ticket
Raise tickets from outside
| Way in | Best for | Where |
|---|---|---|
| Form | Structured requests: IT help, change requests, bug reports from your website. | Board → Board settings → Forms |
| Email to ticket | A support mailbox: anything sent to the board's address becomes a ticket. | Board → Board settings → Email to ticket |
Who can: forms need the “Forms” permissions (Groups & permissions → Board → Forms: View, Create, Edit, Delete). Email to ticket needs the “Email to ticket” permission. In a restricted Space only Space Admins set them up. The Email to ticket item only shows once your company has e-mail intake set up.
Make a form
1
Open Forms
Open the board → Board settings → Forms. A panel lists the board's forms.
2
New form
Click New form, type what it should be called (for example “IT help request”) and click Make the form.
3
Look at the editor
It starts with three questions: Summary, Details and Your e-mail. The left shows the form exactly as visitors see it (nothing is sent from the preview); the right holds the settings. On a phone, tap Settings to open them in a side panel.
4
Set it up
Add questions and choose the settings below.
5
Save
Click Save. Unsaved changes are marked, and you're asked before leaving without saving.
Form editor
IT help requestPublicCopy linkSave
IT help request
Summary
Laptop won't start
Details
Since this morning the screen stays black…
Your e-mail
sam@example.com
Settings
Who can use the form
Taking answers
Questions
New tickets get
Spam protection
After sending
Questions and what they fill
1
Add a question
Click Add a question and write the Question.
2
Answer type
Short answer, Paragraph, E-mail, Number, Date, Dropdown, Multi-select, Checkbox, Link or Phone. For dropdowns, add Choices (type one and press Enter).
3
What the answer fills
Ticket title, description, type, priority, due date, labels, requester e-mail, one of the board's custom fields, or Nothing (add to description).
4
Finish
Tick Required, add Help text, and use Move up / Move down or Remove question.
- Exactly one question fills the ticket title; that question can't be removed.
- Answers that fill nothing are added to the description as “Question: answer”, for example “Team: Ops”.
Form settings
| Setting | What it does |
|---|---|
| Name and Description | Shown at the top of the form. |
| Who can use the form | Public: anyone with the link, no sign-in. Internal: only people signed in to your company. Visitors to an internal form are asked to sign in and come back to it; the ticket's reporter is the signed-in person. |
| Taking answers | Switch off to close the form; visitors see that it isn't taking answers. |
| New tickets get | Default type, Default priority, Column for new tickets and Labels, used unless a question fills the same thing. |
| Files | People can attach files, and Files per answer (each file up to 10 MB). |
| Spam protection | Answers a day: after this many the form closes until tomorrow and you get one notice. Captcha: a quick robot check, when your company has it. |
| After sending | The Thank-you message people see. |
If a client-portal client sends a public form with their portal e-mail, the ticket belongs to them and shows in their portal.
Answers and spam
1
See the totals
The Forms list shows how many tickets and how much spam each form brought in.
2
Read the answers
Click Answers: every answer is listed as Made a ticket (with Open the ticket), Spam or Refused, with the reason.
3
Find one
Search by e-mail or answer text, or show only one kind.
- Obvious spam and exact repeats are kept off your board and listed in Answers with a reason.
- Sending very fast, or too many times from one visitor in an hour, is refused for a while.
- Answer contents are cleared after 180 days.
Email to ticket
1
Open it
Board → Board settings → Email to ticket. A panel opens on the right.
2
Switch it on
Turn on Turn e-mails into tickets. The board's e-mail address appears; click Copy.
3
Who can send
Anyone, People we know (your team and portal clients, the default) or Only our team.
4
New tickets are
Pick the Type for new tickets and the Column for new tickets.
5
Confirmation and limits
Send a confirmation sends the sender one short reply with the ticket number. E-mails per sender each hour stops mail loops.
- The subject becomes the title, the text becomes the description, and attachments land on the ticket. Dangerous file types are listed under “Files not added”.
- An e-mail whose subject has a ticket key, like “Re: [ENG-12] …”, becomes a comment on that ticket.
- Colleagues e-mailing from their company mailbox are recorded as themselves.
- Out-of-office and other automatic replies don't make tickets.
New address and e-mail log
1
New address
Getting spam? Click New address and confirm Make a new address?. The old address stops working at once; replies to e-mails already sent still reach their tickets.
2
E-mail log
Under the settings, the E-mail log lists every e-mail that came in with what happened (made a ticket, added a comment, or kept out and why) and a link to the ticket. Search by sender or subject, then Refresh.
3
Last mailbox check
Above the log, Last mailbox check: <time> (N new) shows when new e-mail was last collected and how many of this board's e-mails it brought (on set-ups that collect e-mail from a mailbox). Refresh updates it.
- No e-mail is missed: mail is collected whether or not someone already opened it in the mailbox, and mail the mailbox put in Spam is collected too (TeamTrackin's own spam checks still keep junk out). Each e-mail only ever makes one ticket.
- Was a confirmation sent? Open the ticket's Activity tab: a line says “e-mailed a confirmation to …”, or “sent no confirmation:” and why (the sender is one of your users, Send a confirmation is off, email to ticket was switched off, or sending failed after several tries).
- Wrong address? Someone who e-mails an address no board uses (a typo, or an old address after New address) gets one short reply saying the address isn't in use and to check it with whoever gave it to them. Someone replying to an old ticket e-mail whose reply link no longer works is asked to start a new e-mail to the board's address.
- These replies go out at most once a day per sender, never name any board's address, and aren't sent to newsletters, auto-replies or senders whose e-mail can't be checked. Portal clients don't see the Activity lines.
Subjects in the log are blanked after 180 days.
Requester and replies
Tickets made from a public form or an e-mail show a Requester chip with the person's e-mail, and their History says they came from a form or by e-mail. Tickets from signed-in people or portal clients show the person instead.
1
Write a comment
Open the ticket and type your comment.
2
Tick the box
Tick Also email the requester. It is off every time, so internal notes stay internal.
3
Post
The requester gets your comment by e-mail and the comment shows Sent to requester.
4
Their reply
When they reply to that e-mail, the reply is added to the ticket as a comment marked by email, without the quoted text. The ticket owner gets a notification.
An empty comment isn't sent. The box only shows on tickets that have a requester.
Reply to ticket e-mails
On a board with email to ticket switched on, the e-mails TeamTrackin sends about its tickets (for example when one is assigned to you) can be answered. Reply above the quoted part and your reply is added to the ticket as your comment. On other boards, ticket e-mails stay as they were.
See also Tickets in the Board guide and Client Portal.
Requests straight onto your board
Forms and email to ticket put every request where your team already works.