> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getprimo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Email

> Turn emails sent or forwarded to your inbound address into tickets, and keep each ticket in sync with its email thread.

Turn on inbound email to let employees raise tickets by writing to one address. Every email sent or forwarded to it becomes a ticket, and replies on either side stay in the same conversation.

## Turn on inbound email

<Steps>
  <Step title="Open ticket settings">
    Go to **Tickets → Settings → Email**.
  </Step>

  <Step title="Enable inbound email">
    Turn on **Inbound email**. Your **Inbound email address** appears below the toggle.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Save">Click **Confirm**.</Step>
</Steps>

Copy the **Inbound email address** with its copy button and share it with your employees, or forward your existing IT support mailbox to it.

## 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.

Other emails are dropped without a reply to the sender.

## 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.

<Info>
  Internal notes are never sent by email to the requester. They notify only the ticket's assignee and admins.
</Info>

A reply to a deleted ticket is dropped and does not open a new ticket.

## 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.

## Related articles

* [Helpdesk Agent](/tickets/helpdesk-agent)
* [Slack](/tickets/slack)
* [Microsoft Teams](/tickets/teams)


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