Turn on ticket creation for a support inbox

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.

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.

Open Ticketing