AI Ticket Support – TdA Platform | Email-based ticket management with AI

The problem

Requests come in, but managing them is a job in itself

Support requests arrive by email, but reading, categorising, assigning and tracking them takes precious time every day. Without a structured system, requests get lost, response times lengthen and customer satisfaction drops.

📧

Scattered emails

Requests arrive in shared email inboxes and are handled informally and inconsistently.

🔀

Manual categorisation

Deciding type, priority and department for each request requires judgement and time, a valuable resource.

🕳️

No history

Without tracking, it's hard to know who handled what and when, and to reconstruct the history of a request.

⏳

Long response times

Without clear priorities, urgent requests risk being overshadowed by the most recent ones.

How it works

From email to ticket automatically

📩

Incoming email

A customer sends an email to the configured support inbox.

🔄

Periodic reading

The system reads the IMAP inbox every few minutes in the background.

🧠

AI categorisation

AI assigns type, priority and identifies the sender company from the registry.

🎫

Ticket created

The ticket appears in the dashboard with attachments included and creation log.

✅

Team handles it

Take charge, update the status and close the ticket from the dashboard.

AI Ticket Support – multiple emails with spam filter, AI categorisation and generated tickets

Ticket structure

Everything you need, organised and tracked

📋 Ticket fields

Company Client linked from the registry AI

Type Anomaly · Information request · Quote AI

Priority Critical · High · Medium · Low AI

Status Open · In progress · On hold · Closed

Department Configurable per tenant

Assigned to User who has taken charge of the ticket

Attachments PDF, JPEG, PNG, GIF, WEBP

AI Fields automatically filled in by AI when the ticket originates from email

📜

Full history

Every change to the ticket is recorded: who changed what and when. Timeline always available.

📎

Automatic attachments

Attachments received by email are downloaded and linked to the ticket, with format and size controls.

🔍

Advanced filters

Filter the ticket list by status, priority, type, department and text search on subject.

🚫

Spam filter

AI automatically recognises and discards spam emails, if the option is enabled in settings.

✍️

Manual tickets

Create tickets directly from the dashboard, without needing an incoming email.

⚙️

Configurable data

Types, priorities, statuses and departments are customisable per tenant, without touching the code.

Configuration

Ready in minutes

📬

Email Connection (IMAP)

IMAP server, port, email and password
Configurable check frequency
Enable/disable automatic reading
Spam filter on/off

🧠

AI Configuration

Enable/disable AI categorisation
AI provider selection for the tenant
AI costs always under your control

📁

Attachment Management

Max size per file (default: 10 MB)
Max total per ticket (default: 20 MB)
Max attachments per email (default: 5)
Formats: PDF, JPEG, PNG, GIF, WEBP

How to set it up

Three steps to get started

1 Connect the email inbox — enter the IMAP parameters (server, port, credentials) and verify the connection directly from the interface.
2 Choose the AI provider — select from Anthropic Claude, OpenAI, Google Gemini, Groq or Deepseek. AI will classify, categorise and extract key information from each email.
3 Tickets are created automatically — each incoming email automatically generates a ticket with type, priority, department and attachments already filled in by AI.

AI Ticket Support configuration – IMAP connection, AI provider and automatic ticket creation

Turn emails into tickets. Automatically.