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How Email Works

Email works differently from the other channels: incoming emails become tickets. The email queue synchronises your mailbox with Daktela and sets the ticket category; email routings can refine the ticket's parameters; agents then work the tickets in ticket views. There is no connector or time-condition chain.

When you are ready to build, follow Set Up Email β€” it takes you through all the steps in the right order.

The Journey of an Email

flowchart LR
    mail["Incoming email<br>in your mailbox"] --> queue["Email queue<br>(mailbox sync, sets category)"]
    queue --> routing["Email routings<br>(rules refine ticket parameters)"]
    routing --> ticket["Ticket"]
    ticket --> views["Ticket views"]
    views --> agents["Agents"]
  1. You receive an email on your mail server. The email queue synchronises the mailbox with Daktela β€” the email becomes part of a ticket (a new ticket for a new email, or an existing ticket if it is a reply). The queue sets the ticket's category.
  2. Email routings are rules evaluated against the email β€” they can set further ticket parameters (priority, status, custom fields) or override the category. If no rule matches, the ticket just keeps the queue's category.
  3. The ticket appears in All tickets and in any matching ticket views, visible to users with rights to its category. Tickets are automatically distributed only to agents that are logged in to the queue.

The full flow, including how views and category rights interact, is illustrated in Email Queue – Incoming Email Process.

The Building Blocks

Building block What it does Where to set it up
Email queue Connects a mailbox to Daktela (IMAP/POP3/SMTP or OAuth for Gmail and Microsoft 365), sets the sender identity, auto-responses, templates, and the default ticket category. Settings β†’ Routings β†’ Queues
Email routings Ordered rules that inspect incoming (and optionally outgoing) emails and set ticket parameters β€” e.g. "noreply" senders to a Do not reply category, VIP domains to high priority. Settings β†’ Routings β†’ Emails
Categories Control who can see and work the tickets, the ticket form, SLA and statuses. Settings β†’ Tickets β†’ Categories
Ticket views Predefined ticket filters agents work from. Settings β†’ Tickets β†’ Views
Templates Auto-responses, signatures, default email bodies and NPS surveys used by the queue. Settings β†’ Workflows β†’ Templates
Agents The users whose rights have access to the queue β€” they must also have rights to the ticket categories they should see. Settings β†’ Routings β†’ Queues, Agents column

Warning

Daktela requires a direct mailbox integration rather than an email alias β€” the connection relies on full authentication credentials, which aliases don't have.

Before You Start

  • Administrator access to the Settings section of Daktela.
  • A dedicated mailbox and its credentials β€” or admin access to authorise it via Google/Microsoft OAuth.
  • A ticket category for the incoming tickets (or plan to create one).
  • A list of agents who will answer emails.

Ready? Continue to Set Up Email.