Support article

A mailbox is a support channel: it groups tickets, controls the email address replies are sent from, and (optionally) receives inbound email that becomes tickets automatically. You can run a single shared mailbox (e.g. support@yourcompany.com) or several — sales, billing, technical — each with its own templates and sending identity.

Mailbox Types

Receiving Email (Pro)

An Email mailbox needs a way to read incoming mail. Two options:

• Gmail / Outlook OAuth — if the mailbox address is already connected through a Gmail or Outlook OAuth connection in DoubleScale, the Support module reuses those credentials to poll the inbox. No passwords to manage.
• Custom IMAP — enter the IMAP host, port, username, and password directly on the mailbox. Works with any standards-compliant mail provider.

Once at least one Email mailbox exists, DoubleScale polls each mailbox’s inbox about once per minute in the background (via the built-in task scheduler). New messages from customers create tickets; replies to existing threads attach to their ticket.

As a fallback, mail forwarded into the CRM’s central inbox is also routed: if a forwarded message’s To: address matches a mailbox’s email, the ticket lands in that mailbox.

Sending Identity

Outbound support email — agent replies and customer notifications — is sent from the mailbox’s sending identity (its configured from-address), never from the individual agent’s address or the site admin address. Delivery is pinned to the SMTP connection that sends from that address, so multi-connection installs can’t accidentally route support mail through the wrong account.

If a mailbox has no sending identity configured (or no SMTP connection can send from it), the agent’s reply still saves to the ticket, but the outgoing email is skipped and logged. Set the sending identity in Support → Mailboxes.

Per-Mailbox Email Templates

Each customer-facing notification (ticket received, agent replied, ticket resolved…) can be enabled/disabled and its subject and body customized per mailbox, with {token} placeholders for ticket and contact fields. Anything you don’t override falls back to the built-in defaults.

Reply Threading

Every outbound message embeds two thread markers:

• A Reply-To sub-address like support+ticket-123-ab12cd@yourcompany.com — survives providers that rewrite message IDs (Gmail and Outlook both do), and still delivers to the mailbox inbox because +tag addressing is a standard alias.
• A structured Message-ID matched via In-Reply-To for providers that preserve it.

The ticket reference includes a verification token, so a customer cannot thread into someone else’s ticket by editing the number in the address.

Default Mailbox

One mailbox is flagged as the default. Tickets created without an explicit channel — portal submissions on an unscoped portal page, manual tickets, webhook payloads that don’t name a mailbox — land there.

Create Your First Mailbox

Support needs at least one mailbox before it can open tickets. A new install has no mailbox — none is created automatically. Until you create one, opening a ticket fails with “No support mailbox is configured. Create a mailbox in Settings → Support before opening tickets.”

To add one, go to Support → Mailboxes → Add Mailbox and set:

• Name — the label agents see (for example Sales or Billing Support).
• Slug — the URL-safe identifier used to scope portal pages and forms to this mailbox. It is generated from the name and must be unique; if the slug is already taken, a numeric suffix is added automatically.
• Type — Web (customer portal and forms only) or Email (everything Web accepts, plus inbound email — see Receiving Email above).
• Sending identity — required. This is the from-address outbound support email is sent from (agent replies and customer notifications). Pick a connected sending identity; a mailbox without one still saves the agent’s reply to the ticket, but the outgoing email is skipped and logged.

The first mailbox you create automatically becomes the default.

Changing the Default

Exactly one mailbox is the default at all times. To change it, set another mailbox as the default — you cannot simply unset the current default, because every install must always have one.

Deleting a Mailbox

Because every ticket belongs to a mailbox, deleting one is not a bare delete — you must tell DoubleScale where its existing tickets should go:

• Choose a fallback mailbox. When you delete a mailbox, you select another mailbox to receive its tickets. Every ticket in the deleted mailbox is re-pointed to that fallback first, then the mailbox is removed. (You can also bulk-move tickets between mailboxes ahead of time, without deleting.)
• You cannot delete the only mailbox. Support requires at least one, so create another first.
• You cannot delete the default mailbox. Set a different mailbox as the default first, then delete the old one.