Configure email piping for tickets | Pixie CRM Help Centre
Canonical: https://pixiecrm.com/help-centre/configure-email-piping-for-tickets
Publisher: Pixie Technologies LLC

How-to guide
Configure email piping for tickets

Pixie CRM guidance. Follow the route for your workspace, check your role and enabled modules, and verify the result before moving on.

Turn incoming support email into tickets after mailbox and cron settings are tested.

Audience: Administrator; Feature: Ticket; Permission-aware; 

Where to goSetup → Support → Departments / Cron

Before you startThe screen or action may be hidden when your role lacks permission, the related module is inactive, or a required setting has not been configured. Ask an administrator to review access rather than using another person’s account.

What this guide helps you do

Turn incoming support email (https://pixiecrm.com/help-centre/topic/email) into tickets after mailbox and cron settings are tested. Pixie CRM keeps the result connected to the relevant customer (https://pixiecrm.com/help-centre/topic/customer), staff member and operational history where the feature supports those relationships. That connection is important for search, reporting, client portal (https://pixiecrm.com/help-centre/topic/client-portal) visibility and future automation.

Follow these steps

- Go to Setup → Support → Departments / Cron using an administrator or appropriately permitted account.

- Check the current value and understand which users, records or automated processes it affects.

- Enter or select the new configuration values. Keep labels concise and use the approved business terminology.

- Where credentials, email (https://pixiecrm.com/help-centre/topic/email), webhooks or cron are involved, begin with a test or sandbox configuration.

- Save the change and confirm that Pixie CRM reports (https://pixiecrm.com/help-centre/topic/report) success.

- Test the affected workflow with a non-critical record and with a restricted user where permissions are relevant.

- Document the operational change and use the available reset or rollback option if the result is not correct.

Settings to check

Customer contact (https://pixiecrm.com/help-centre/topic/customer) or email (https://pixiecrm.com/help-centre/topic/email)Check this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

DepartmentCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

Service (https://pixiecrm.com/help-centre/topic/service)Check this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

PriorityCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

SubjectCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

Message and attachmentsCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

Checks before you finish

- Avoid exposing private notes to the customer (https://pixiecrm.com/help-centre/topic/customer).

- Use the correct department and status.

- Check attachments before sending.

- Check (https://pixiecrm.com/help-centre/topic/check) whether the result should be visible to a customer contact (https://pixiecrm.com/help-centre/topic/customer) or only to staff.

- Confirm the final status, activity entry, generated document or notification (https://pixiecrm.com/help-centre/topic/notification) before leaving the record.

Permission and data safetyDeletion, refunds, signature clearing, module changes, payment (https://pixiecrm.com/help-centre/topic/payment) configuration and privacy actions can affect linked records or legal history. Use the least destructive action available and follow your organisation’s approval (https://pixiecrm.com/help-centre/topic/approval) process.

Browse connected topics:payment (https://pixiecrm.com/help-centre/topic/payment)check (https://pixiecrm.com/help-centre/topic/check)report (https://pixiecrm.com/help-centre/topic/report)approval (https://pixiecrm.com/help-centre/topic/approval)service (https://pixiecrm.com/help-centre/topic/service)client portal (https://pixiecrm.com/help-centre/topic/client-portal)notifications (https://pixiecrm.com/help-centre/topic/notification)email (https://pixiecrm.com/help-centre/topic/email)customers (https://pixiecrm.com/help-centre/topic/customer)leads (https://pixiecrm.com/help-centre/topic/lead)

Related guides

Configure lead email integration (https://pixiecrm.com/help-centre/configure-lead-email-integration)Configure support departments (https://pixiecrm.com/help-centre/configure-support-departments)Use AI ticket summary and reply suggestions (https://pixiecrm.com/help-centre/use-ai-ticket-summary-and-reply-suggestions)Review knowledge base performance (https://pixiecrm.com/help-centre/review-knowledge-base-performance)Publish or hide knowledge base content (https://pixiecrm.com/help-centre/publish-or-hide-knowledge-base-content)