Inbound Email

The inbound email webhook receives email replies from customers and associates them with existing tickets. When a customer replies to a ticket notification email, the email provider (SendGrid Inbound Parse, Mailgun Routes, etc.) forwards the message to this endpoint.

Endpoint

POST /api/rpc/tickets/email/inbound

This is a public endpoint with no authentication. Configure your email provider to forward inbound emails to this URL.

Payload

Field	Required	Type	Description
organizationId	Yes	UUID	Your organization’s ID
from	Yes	string	Sender’s email address
to	Yes	string	Recipient email address
subject	No	string	Email subject line (defaults to empty)
text	No	string	Plain text body (defaults to empty)
html	No	string	HTML body
messageId	No	string	RFC 2822 Message-ID header
inReplyTo	No	string	RFC 2822 In-Reply-To header
references	No	string	RFC 2822 References header (space-separated message IDs)
attachments	No	array	File attachments

Attachments

Each attachment object contains:

Field	Type	Description
filename	string	Original file name
contentType	string	MIME type
size	number	File size in bytes
url	string	URL to download the attachment

Response

{
  "success": true,
  "ticketId": "uuid-or-null",
  "messageId": "uuid-or-null"
}

Field	Type	Description
success	boolean	Whether the email was processed
ticketId	string or null	The ticket the message was added to
messageId	string or null	The created message’s ID

How matching works

The platform uses the inReplyTo and references headers to match an incoming email to an existing ticket. If no match is found, the behavior depends on your organization’s configuration — the email may create a new ticket or be discarded.

Related pages

• Email delivery status — track email delivery events
• Webhooks overview — how webhooks work