Email Support and Auto-Replies

Tickets can turn incoming customer emails into tickets automatically, and lets you reply without ever leaving Forecast PSA.

• How inbound email becomes a Ticket

• Replying to a customer

• Auto-reply templates

• Setting a Personal Reply-To Address for Tickets

• Where to go next 

When a customer emails your workspace's support address:

• The email subject becomes the ticket subject

• The email body becomes the ticket description

• Any attachments or inline images are added to the ticket automatically

• The sender is matched to an existing contact where possible, so you have client context right away

• The ticket is automatically tagged as coming from the email channel

If the customer replies to that thread again, their message is added to the same ticket's conversation rather than creating a duplicate.

Note: The email address is created based on your deployment. We can change this upon request. Our recommendation is to set up a redirect within your email address (for example, support@mybusiness.com redirecting to mybusiness@tickets.forecast.app), so your customers see a consistent, branded email address. See Admin Settings for Tickets. 

• Open the ticket's Stream tab to see the full conversation and reply.

• Emails display the responding agent's name, while still sending from your configured deployment email address.

• You can also switch the compose box to Internal Note mode to leave a note for your team that the customer won't see. 

• Internal notes are visually distinct from customer-facing replies so there's no risk of mixing them up.

• Replies support rich text formatting and file attachments.

Your Admins can set up an automatic reply that's sent the moment a new ticket is created, and another when a ticket is resolved, so customers get an immediate acknowledgment.

Auto-reply templates support these dynamic fields:

Note: Auto-reply templates are configured in Admin settings. See Admin Settings for Tickets.

By default, replies to your ticket messages route back to the shared ticket inbox. 

If you'd rather have customer replies land directly in your own mailbox, you can set a personal Reply-To address from your Ticket preferences.

1. Go to your profile.
2. Select Ticket preferences.
3. Enter your email address in the Reply-To field.
4. Click Save.

Once saved, replies to your outgoing ticket messages will go to your personal address instead of the shared ticket inbox.

Note: Adding your email here means both the ticket and your personal inbox will be CC'd on responses. If you don't want replies landing in your inbox, remove the address from this field.

Remove the email address from the field and save. Replies will fall back to the default ticket-routing behavior.

If you enter an address that isn't formatted correctly, you'll see an inline error when you try to save. Fix the format and save again.

Your outgoing emails still send from Forecast's authenticated ticketing domain - only the reply-to routing changes. This keeps deliverability (SPF/DKIM/DMARC) unaffected.

• Creating and Managing Tickets

• AI Summaries & Responses in Tickets

• Admin Settings for Tickets

Tickets is available as a paid add-on module. To enable it for your team or talk through pricing, reach out to your Account Manager.