---
key: turn-on-ticket-creation-for-a-support-inbox
title: Turn on ticket creation for a support inbox
audience: staff
section: settings/communications
routes: ["/settings/communications/ticketing", "/settings/communications/ticketing/inboxes", "/settings/communications/ticketing/inboxes/:inboxUid/setup"]
features: ["communications.ticketing"]
since: 0.0.1
updated: 0.0.1
status: published
summary: See which connected mailboxes are support inboxes, which are already creating tickets, and take one from watch-only to live so new email opens tickets in the right queue.
keywords: [support inbox, tickets from email, help desk, ticket queue, go live, shared inbox, convert mailbox, ticketing setup]
related: [connect-a-microsoft-inbox, create-a-ticket, triage-a-ticket, reply-to-a-ticket]
---

In the sidebar, open **Settings**, then choose **Ticketing** under **Communications**. The page address is `/settings/communications/ticketing`. The page title reads **Ticketing**, and it is the overview; each inbox has its own setup page under **Support Inboxes**.

## Before you start

- Connect the mailbox first under Email Accounts; see [[connect-a-microsoft-inbox]]. A mailbox connected for ordinary email is a **Regular inbox** and does not create tickets until you convert it.
- Ticketing has to be part of your plan, and your role needs permission to manage inbox ticket settings to save.
- Decide which queue new tickets should land in. Give the inbox a default queue before it goes live; Nova lets you save without one, but new email may then fail to become tickets.

## Steps

1. Read the four counts at the top: **Support inboxes**, **Live**, **Needs setup** and **Regular inboxes**.
2. Find the mailbox. A support inbox is listed with its status: **Live**, **Needs setup**, **Team inbox only** or **Not live**. A regular mailbox sits lower with **Convert in setup**.
3. Press **Setup** on the inbox (or **Convert in setup** on a regular mailbox). The **Support Inbox Setup** page opens with that mailbox selected under **Select inbox**.
4. Set **Ticketing mode**: **Monitor only (watch only)** to check the flow without creating anything, **Shared inbox only (team triage, no tickets)** so the team can work the mailbox without tickets, or **Ticketing active (new email creates tickets)**.
5. Under **Start creating tickets at**, choose the moment from which new email should open tickets. Left empty, live ticketing starts when you save.
6. Check the **Default queue** shown for the inbox. If it reads **No default queue**, open **Queues** in the ticketing menu, pick an **Existing queue** or **New queue**, set its **Default inbox** to this mailbox and press **Update queue** or **Create queue**. Then come back to **Support Inboxes** and open **Setup** on the inbox again.
7. Press **Save inbox ticketing settings**. The button reads **Saved** for a moment. Back on the overview, the inbox reads **Live**.

## What you see

- **Setup**, **Routing** and **Import** on each support inbox open its three pages: what it should do, where its tickets go, and older email.
- **Live** means new email can create or reopen tickets. **Team inbox only** means the team works from the mailbox but no tickets are created. **Needs setup** means a default queue is still missing.
- **Manage ticket IDs** opens record numbering, where the ticket number format is set.
- **Connect or re-auth inboxes** goes to Email Accounts; **Manage support inboxes** opens the full list.

## If something looks different

- Saving as shared or live on a regular mailbox warns it will become a support inbox: that is expected, and it only works if your plan has room for another support inbox.
- The page says no support inboxes exist yet: connect a mailbox in Email Accounts and choose the support purpose, or convert one here.
- New email is not becoming tickets although the inbox is **Live**: check that it has a default queue (without one it also counts under **Needs setup**), check **Start creating tickets at**, which may be after the email arrived, and see the **Import** page for how older mail is handled.

[[route:/settings/communications/ticketing|Open Ticketing]]