Turn on inbound email
1
Open ticket settings
Go to Tickets → Settings → Email.
2
Enable inbound email
Turn on Inbound email. Your Inbound email address appears below the toggle.
3
Set the accepted domains
Under Accepted domains, check the domains allowed to create tickets. Your company’s domains are listed by default. Click Add domain to add one, or the trash icon to remove one.
4
Save
Click Confirm.
Who can create a ticket by email
An email creates a ticket when it passes sender authentication (SPF and DKIM) and one of these is true:- The sender’s domain is in Accepted domains.
- The sender is an employee of your company, whatever their domain.
How an email becomes a ticket
- A new email creates a ticket with Email as its source. Primo writes a clean title and description from the subject and body.
- Attachments are added to the ticket.
- A forwarded thread keeps its full content, so the ticket carries the original conversation.
Keep the conversation in sync
A ticket created from email stays linked to its thread, and the conversation syncs both ways:- Email → ticket — a reply to the thread, or to any ticket notification email, becomes a public comment on the ticket. Quoted history is removed.
- Ticket → email — when you send a public reply from the ticket with Also send to Email selected, Primo replies in the original email thread.
Internal notes are never sent by email to the requester. They notify only the ticket’s assignee and admins.
Who messages come from
- If the sender’s email matches an employee, Primo records the ticket and its replies as that employee.
- If no employee matches, Primo records them as an external requester identified by their email address.