Guide
In many companies, a large portion of customer or internal requests arrive by email. If these messages remain only in the inbox, they can easily be overlooked, lost, or delayed. By connecting your email database with a ticketing workflow, you can turn every incoming email into a structured ticket. This ensures that requests are tracked, assigned to the right person, and resolved on time.
Data structure
To create tickets from your email database, you’ll need to set up two main building blocks:
Configure Email integration (Gmail, Outlook & IMAP)
Install Ticket Tracker template
We have a ready-to-use template for managing tickets. It already includes the most important fields and views so you can get started faster.
Alternatively, you can build your own ticket system from scratch by creating a database with the fields you need. The template just saves you time and helps follow best practices.
Choose the path
When setting up tickets from emails, there are two main approaches. Each has its own strengths and trade-offs, so you can decide what works best for your workflow:
Relation (link Email → Ticket) | Highlights (convert text → Ticket) |
|---|
Each email is linked to a Ticket via relation | Selected parts of the email body are turned into Tickets |
✅ Easy to trace where the Ticket came from | ✅ Keeps rich context and conversation flow |
✅ Clear Ticket status tracking | ✅ Great for collaboration and referencing details |
⚠️ Less context is transferred automatically | ⚠️ Harder to run structured analytics |
| ⚠️ Less clean for reporting and metrics |
Create Tickets via Relation
Set relations
In this approach, we build a relation between the Email database and the Ticket database.
You can always trace the Ticket back to its source message and easily check the Ticket’s current status while keeping the original Email attached for context.
Create Ticket with a button
To simplify turning emails into tickets, you can create a button in the Email database:
Setup:
User Input:
When the button is clicked, prompt the user to fill in:
Name – title of the Ticket
Assignee – who will handle it
State – e.g., Open, In Progress, Closed
Details – any additional context or notes
In fact, we are done :)
Those Tickets created from the Email will appear on the global board, and can be processes as normal ones.
Adding context to Tickets
Manual Context Sharing:
The easiest way to provide context is for the human creating the Ticket to add relevant details manually. This ensures the Ticket captures exactly what is needed from the related Email.
AI-Powered Context:
You can experiment with AI to automatically generate a Ticket summary:
This approach can save time and maintain consistency, especially when handling a high volume of emails.
If you want guidance on configuring AI for this, please let us know - we can help set up prompts and automation for your workflow.
Analytics
With proper relations set between Emails and Tickets, you can create powerful reports to gain insights into your support workflow. Examples of useful analytics include:
How many Tickets were created manually vs. reported via Email.
How many Tickets were reported by particular customer
Track service-level agreement compliance and average response times for all Tickets.
Create Tickets via Highlights
Configure Highlights
Highlights allow you to connect specific pieces of text to a Ticket, or even create a Ticket directly from selected text. Each highlight connection can have its own properties, making it easy to track context without relying solely on the Email-Ticket relation.
Go to Settings → Highlights.
Choose Email as the source – this allows you to create highlights from Emails.
Choose Ticket as the target – this enables creating Tickets from any source, including highlighted email content.
This approach is useful when you want to capture specific context from Emails without necessarily linking the full email to the Ticket.
Create a Ticket from Text
Select the text in the email you want to create a Ticket from.
Click the second icon from the left to create a new highlight.
Set up the Ticket details:
Once created, the Ticket will automatically display all the highlighted context, making it easy to see the relevant portions of the original email.
Empowering Highlights
Highlights can become a feedback-oriented system to help you focus on the most important Tickets.
Prioritize urgent or frequently reported issues:
Use highlights to identify Tickets that need immediate attention or that have been reported multiple times.
Automatic categorization:
Highlights can help assign importance based on:
Start by mastering the basic Highlights system. Once comfortable, evolve it into a more automated and prioritized feedback system for better focus on customer needs.
Wrapping Up
You have two main ways to create Tickets from emails.
The relation-based approach connects each Ticket directly to its source Email, making it easy to track where a Ticket came from, see its full context, and generate detailed analytics like response times or SLA compliance. This is ideal when maintaining clear traceability is important.
The highlight-based approach lets you turn specific pieces of text from emails into Tickets, which is useful when a single email contains multiple actionable items or when you want to focus on recurring or high-priority issues. Highlights can also leverage AI to detect duplicates or suggest connections, making it powerful for teams prioritizing automated categorization and context-driven workflows.