Email-in

If your customers prefer email to a form, point your inbox at Nura24 and inbound mail becomes tickets. Each workspace gets a unique inbound address; we route based on the +token portion.

Your inbound address

Visible on Tickets → Inbox as a copy-able banner:

tickets+abc123xyz@inbox.nura24.com

The abc123xyz portion is unique per workspace (12 lowercase characters). It's stable — you can use the same address in your "Email us" links forever.

Setting it up

Two flavors depending on whether you want customers to email Nura24 directly or your existing address.

A — Customers email the Nura24 address directly

Simplest. Put tickets+abc123xyz@inbox.nura24.com in your contact info, "support" links, signatures. Each message creates a ticket.

Trade-off: customers see the long Nura24 address, which doesn't look as professional as support@acme.com.

B — Customers email YOUR address, forwarded to Nura24

Set up a forwarding rule at your mail provider (Gmail, Microsoft 365, Fastmail, etc.) that forwards support@acme.com → tickets+abc123xyz@inbox.nura24.com. Customers see and use your own address; Nura24 receives the forwarded message and creates the ticket.

Most workspaces want this. The setup is provider-specific:

• Gmail / Workspace — Settings → Forwarding and POP/IMAP → Add forwarding address.
• Microsoft 365 — Exchange admin → mail flow → forwarding rule.
• Fastmail — Account → Rules → Forward to.

How it works

We accept inbound parsed JSON from Postmark, Mailgun, or Amazon SES SNS. See Integrations & setup → Email-in setup for the provider side.

When an email arrives:

• We extract the sender, subject, and body.
• We find-or-create a Requester for the sender's email.
• If the subject contains a [TK-#####] reference owned by that requester, the body is added as a public reply to the existing ticket.
• Otherwise we create a new ticket with source: email, status: open.

Replying back to the customer

When you reply to the ticket from the agent inbox, your reply is added to the thread. We don't email the reply back to the customer yet — that's the next item on the email-in roadmap. For now, replies are visible in the customer portal (if you enable it) but won't push to email.

If you need the email round-trip today, work it from a separate inbox while Nura24 keeps the audit trail of the original incoming message.

Spam and forwards

We treat anything that reaches the address as a real ticket. Spam filters should run upstream (at your forwarding provider). If a phishing email creates a noise ticket, just delete the requester or close + delete the ticket — there's no email-content sanitization at our end yet.