Turning Google Apps mail inbox into Support Ticket System


I have an account at Google apps and most of my email is done trough Gmail. Now I just manually respond to support email. I was wondering if there is an easy way using filters and auto responders to create a support ticket system.

I think something like this would be great, but is it possible:

Gmail has to make a unique ID for every email that comes in. After that all the other incoming mails should be grouped using that unique ID and not grouped by email.
Something like that, or are there things I am not taking into account. I really don't want to use separate software for this, because I think with some small configurations this can do the trick quite well.

Or are there some free apps on the marketplace that do this already. I have searched for this but cannot find any.

Email Support

asked Apr 16 '10 at 04:50
Saif Bechan
101 points
  • What do you mean not grouped by email? Assuming people use the reply button in their email and don't mess around with the subject Google already should be grouping things together. – Zoredache 14 years ago
  • Not sure why this question was migrated here. This isn't really a startup question. – Zuly Gonzalez 13 years ago
  • @Zuly you are right, I do not know who migrated this here. BUt its ok. Nice profile picture by the way. – Saif Bechan 13 years ago

1 Answer


With just Google Apps (i.e. GMail on your own domain name) I don't know of any way to build a 'real' ticketing system.

The simplest thing you can do is use just plain Google mail, with Google's own conversation tracking based on subject line, together with a keyboard text expander (like Texter, Snippets, there are many) to insert frequently used texts -- "thanks for writing", pointers to your website FAQ, et cetera.

You can also use one of the real support handling applications which integrate with email via POP3 -- f.x. FogBugz, Tender, ZenDesk et cetera. These generally give you online FAQ's, canned email responses, as well as robust email conversation tracking (i.e. the unique ID given to each mail, which allows you to keep all emails with a given customer in one view).

answered Apr 29 '11 at 21:52
Jesper Mortensen
15,292 points

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