Channels

Channels are inbound email endpoints that automatically create tickets from incoming messages. Instead of manually logging every support request, you forward your support emails to a channel address and the helpdesk handles the rest.

How Channels Work

Each channel is assigned a unique forwarding address on the sdinbox.net domain (for example, abc123@sdinbox.net). When an email arrives at that address, the helpdesk:

Creates a new ticket with the email subject as the title and the email body as the first message.
Matches the sender to an existing contact, or creates a new contact if no match is found.
Assigns the ticket to the department linked to that channel.

If the sender has an existing open ticket, the reply is added to that ticket's conversation thread instead of creating a duplicate.

Setting Up a Channel

Create the Channel

Go to Settings > Channels and create a new channel. Give it a name that describes its purpose (for example, "General Support" or "Billing Enquiries").

Link to a Department

Select which department should receive tickets from this channel. All tickets created from incoming emails will be routed to that department automatically.

Configure Email Forwarding

Copy the unique forwarding address shown for the channel. In your email provider (Google Workspace, Microsoft 365, or similar), set up a forwarding rule to send incoming emails from your support address (e.g. support@yourdomain.com) to the channel address.

You can create multiple channels — one per support address or department. For example, billing@yourdomain.com can forward to a Billing channel, while support@yourdomain.com forwards to a General Support channel.

Contact Matching

When an email arrives, the helpdesk looks up the sender's email address against your existing contacts. If a match is found, the ticket is linked to that contact and their full history is available immediately. If no match is found, a new contact record is created from the sender's name and email address.