Turn every email into a ticket without changing your address
Keep the address staff already use. Forward it to Vertask and each new email becomes a ticket with an owner and a due date, replies thread back onto it, and the sender gets an acknowledgement — all on the free plan.
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An inbox was never built to be a help desk
It stores messages. It does not know who owns one, whether it was answered or how long it has waited — so the team fills the gap with memory, and memory is what fails on a busy week.
Nobody owns a message
Everyone can see it, so everyone assumes someone else has it. It gets two replies, or none.
Nothing shows how long it has waited
A three-day-old request looks exactly like this morning’s once it slides below the fold. There is no clock, so there is no warning.
The thread splinters
Someone replies from their own mailbox, someone forwards it to a colleague, and the answer ends up in a conversation the rest of the team cannot see.
What happens to an email when it arrives
Set up in minutes
- Add your support address and verify it with a code
- Forward mail from that mailbox to your Vertask intake address
- Several addresses, each with its own name and department
- Delivery logs show what arrived and how it was routed
Every email becomes a ticket
- Subject, message, inline images and attachments come across
- Forwarded mail is filed under the person who wrote it originally
- Tickets from each address go to the agents or groups you choose
- Subjects like “urgent” or “outage” get a higher priority automatically
- The SLA clock starts the moment the email arrives
Replies land on the right ticket
- Replies are matched by their message headers and a tracking code
- Quoted history from Outlook, Gmail and Apple Mail is trimmed off
- Your replies go out by email, so requesters never have to log in
- Internal notes stay internal
New senders handled for you
- Optionally create a user for each new sender automatically
- Optionally invite them to the passwordless portal
- Blocked senders stay blocked
- At the free plan’s 100-user cap, email still becomes a ticket
The sender hears back
- An acknowledgement goes to the requester when the ticket is created
- Every email carries a link to follow the ticket in the portal
- No acknowledgement loops to your own mailbox or to no-reply senders
- Mail that cannot be routed is bounced with a reason
Work the queue, not the mailbox
- Full-text search across tickets and their attachments
- Canned responses for the replies you send every week
- Tags and saved filters to slice the queue
- Turn repeat answers into knowledge base articles
An email, from inbox to resolved
It arrives
Someone emails your support address as they always have. Your mailbox forwards it, and Vertask picks it up within minutes.
It becomes a ticket
The ticket is created with their message and attachments, linked to them, assigned to the right people, and the SLA clock starts.
They hear back
An acknowledgement goes out with a link to follow progress, so “did you get my email?” never needs sending.
The conversation stays on it
Your replies go out by email and theirs thread back onto the same ticket, with the quoted history trimmed off.
Who it’s for
IT teams on a shared inbox
Keep the address and stop working it as a mailbox: an owner, a status and a due date on every request.
Small businesses
The one support address everyone knows becomes a queue the whole team can work, free for two agents.
Anyone who supports people by email
Facilities, operations and HR requests work the same way — one address, one queue, nothing lost.
What’s included
Frequently asked questions
Do we have to change our support address?
No. Keep the address people already use and set it to forward to your Vertask intake address. Nothing changes for the people emailing you.
Will replies go back onto the same ticket?
Yes. Replies are matched using the email’s own message headers and a tracking code Vertask adds, so they land on the original ticket rather than opening a new one. Quoted history from Outlook, Gmail and Apple Mail is trimmed off.
What happens when someone forwards an email in?
The ticket is filed under the person who wrote the original message, not the colleague who forwarded it — and the colleague who forwarded it can see the ticket too.
We use Microsoft 365. Does forwarding work?
Yes, with one setting to check. Microsoft 365 blocks automatic forwarding to outside addresses by default, so an admin needs to allow it for that mailbox in the outbound spam policy, or use a mail flow rule. After that it forwards like any other mailbox.
Is email-to-ticket on the free plan?
Yes. Email-to-ticket, the portal and the knowledge base are free for 2 agents and up to 100 users, with unlimited tickets. If you reach 100 users, email still becomes tickets; new senders are just not added as users until you upgrade.
What if an email cannot be matched to our account?
It is bounced to the sender with a plain explanation, and the delivery log records why, so you can fix the setup instead of guessing.