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📧 Email Integration

RepairMinder integrates with email to automatically capture inbound messages and send replies directly from tickets.

How It Works​

Customer Email → RepairMinder → Creates/Updates Ticket
     ↑                                    ↓
     └──────── Your Reply ←───────────────┘
  1. Customer sends email to your support address
  2. RepairMinder receives and parses the email
  3. A new ticket is created (or existing ticket updated)
  4. You reply from within RepairMinder
  5. Customer receives your reply via email
  6. Email delivery is tracked (opens, clicks)

Inbound Email Setup​

Your RepairMinder account has a dedicated email address for receiving enquiries. Contact support to configure your custom domain.

Email Threading​

When a customer replies to an email from RepairMinder:

  • The reply is automatically attached to the existing ticket
  • No duplicate tickets are created
  • Full conversation history is preserved

Sending Emails from Tickets​

When you reply to a ticket:

  1. Your message is sent as an email to the customer
  2. The email includes your company branding
  3. Previous conversation context is included
  4. Delivery status is tracked

Email Status Tracking​

StatusIconMeaning
Sent✅Email sent successfully
Delivered📬Email reached inbox
Opened👁️Customer opened the email
Clicked🔗Customer clicked a link
Bounced⚠️Email could not be delivered

Auto-Replies​

Configure automatic responses for new enquiries:

  1. Go to Settings → Company
  2. Find Email Settings
  3. Enable Auto-Reply for New Enquiries
  4. Customize the auto-reply message

Email Templates​

Use workflow variables in your emails to personalize messages:

  • {{customer_name}} - Customer's name
  • {{ticket_reference}} - Ticket reference number
  • {{company_name}} - Your company name
  • {{order_status}} - Current order status

See: Workflow Variables for full list.

Handling Bounces​

When an email bounces:

  1. The ticket is flagged with a delivery warning
  2. An internal note is added explaining the issue
  3. You can update the customer's email and retry

Common bounce reasons:

  • Invalid email address
  • Mailbox full
  • Spam filter blocked

Email from Multiple Locations​

If you have multiple locations, each can have its own:

  • Support email address
  • Email signature
  • Reply-to address

Configure in Settings → Locations.

Troubleshooting​

Customer Didn't Receive Email​

  1. Check the email status in the ticket (Sent/Bounced)
  2. Ask customer to check spam folder
  3. Verify the email address is correct
  4. Retry sending if needed

Email Shows as Sent but Not Delivered​

  • Email servers can delay delivery
  • Wait a few minutes and check again
  • If persistent, the receiving server may be blocking

Next Steps​