Support Email Addresses

Support email addresses let customers start and continue ticket conversations by email. Leenops turns a new email into a ticket and adds later email replies to the same conversation.

You can connect several addresses to one workspace—for example, support@company.com, billing@company.com, and bugs@company.com. Each address can have its own ticket defaults, while one address is designated as the workspace default.

Before you begin

You need:

Permission to manage Support settings in Leenops
Administrator access to the mailbox or email provider you want to connect
The Leenops forwarding address displayed on the settings screen

Adding an address in Leenops does not read that mailbox automatically. You must create a forwarding rule at your email provider and complete the connection test.

Connect an address

Open Support > Settings > Email Processors.
Select +.
Enter a recognizable display name and the public email address customers will use.
If this should be the main support address, enable Default.
Optionally choose the default priority, ticket type, or a subject rule.
Select Add Email.
In Microsoft 365, Google Workspace, or your mail provider, forward incoming messages from that mailbox to the Leenops forwarding address shown in the form.
Back in Leenops, select Test connection.

Leenops sends a tokenized message to your public mailbox. The connection becomes Verified only after that message returns through the forwarding rule. This tests the complete route rather than merely checking that Leenops can send mail.

Connection status

Status	Meaning
Not tested	The address is saved, but its forwarding path has not been proven.
Testing	Leenops sent a test and is waiting for the forwarded message.
Verified	Leenops received the test through this address.
Test failed	The test could not be sent, expired, or returned with an invalid challenge.

A test normally completes within a minute. The challenge expires after 15 minutes.

How multiple addresses work

Each connected address is an independent inbound channel:

A new email sent to billing@company.com uses the rules configured for the billing address.
Leenops records which address received an email-created ticket.
Agent replies to that ticket use the same address as the email reply-to address.
Customer email replies return through that address and are added to the ticket history.
Tickets created in the Leenops app, customer portal, or API do not have an inbound source address. They use the workspace’s Default support address.

Only one address can be the default. Selecting Make default immediately moves that role from the previous address. Changing the default does not rewrite the source address on existing email-created tickets.

An active public address can belong to only one Leenops workspace. If a message is addressed to several connected support addresses, Leenops processes it once using the first matching original recipient. For predictable routing, ask customers to send each request to one support address.

Address	Example defaults	Typical use
`support@company.com`	Medium · Support ticket · Default	General support and non-email tickets
`billing@company.com`	High · Customer request	Invoices and account questions
`bugs@company.com`	High · Bug report	Product problems

What happens to incoming email

For a new conversation, Leenops:

Resolves the original recipient to the matching workspace address.
Creates a ticket with the email subject and message body.
Links the sender to an existing CRM contact, or creates one when allowed.
Applies the address-specific priority and type.
Notifies the support team and sends the customer a branded confirmation with the ticket number.

For a reply, Leenops reads the ticket reference in the subject, such as [TKT-A4F8B2], validates that the sender is the requester or an existing CC, and adds only the new reply text to the ticket conversation. Resolved or waiting tickets reopen when the customer replies.

Provider retries are deduplicated, so the same provider message cannot create two tickets or two comments.

Test the full conversation

After the address shows Verified, test with an external email account:

Send a new message to the public support address.
Confirm that a new ticket appears in Support > Tickets.
Reply from Leenops and confirm that the external account receives the branded message and ticket number.
Reply to that email from the external account.
Confirm that the reply appears in the existing ticket and the assigned agent receives a Leenops notification.

This checks ticket creation, outbound delivery, inbound threading, and notifications. The Test connection button checks only mailbox forwarding.

Troubleshooting

The test remains in Testing

Confirm that the mailbox forwards to the exact Leenops address displayed in settings.
Check the mailbox provider’s forwarding log, quarantine, and external-forwarding policy.
Make sure forwarding preserves the original recipient in Delivered-To, X-Original-To, or equivalent headers.
Run Test connection again after changing the rule.

New email does not create a ticket

Confirm that the connected address is active and verified.
Send to the exact configured address or alias.
Check that the sender and message are not blocked or quarantined by the mail provider.
If you use a subject rule, confirm that the subject matches it.

An email reply is missing from the ticket

Keep the [TKT-…] reference in the subject.
Reply from the requester address or an address already included as a CC on the ticket.
Confirm that the reply returned through the connected support mailbox.

Deleting an address stops new inbound messages through it. Existing tickets remain available, but future replies fall back to the current default address if their original source address no longer exists.