Your support inbox becomes your ticket queue
Connect the mailbox your customers already write to. Every email becomes a ticket, every reply threads back into the same conversation, and your team answers from one place instead of a shared inbox nobody owns.
Works with any mailbox over IMAP or POP3 · Multiple inboxes · Attachments included
TICKET #4841
WaitingOrder #8841 never arrived
Customers email you anyway
However good your submission form is, people reply to the last email they received. Piping means that works instead of getting lost.
No more "did anyone answer this?"
A shared mailbox has no owner, no status and no history. The same message as a ticket has all three.
The AI gets to work on it
Piped tickets go through the same auto-responder as everything else, so the easy emails can answer themselves.
The round trip
Email in, ticket out, reply back by email
Your customer never learns a new tool. As far as they're concerned they emailed you and you replied.
NiroHelp collects it
The message is pulled in over IMAP or pushed by your provider’s webhook.
It becomes a ticket
Subject, body, sender and attachments land as a tracked ticket, routed to that inbox’s agents.
Your reply goes back by email
The customer reads it in their inbox and can just reply — which threads straight back into the ticket.
Two ways in
Connect a mailbox, or hand us a webhook
Most sites want the first one. Start there and switch later if your volume outgrows polling.
IMAP or POP3
RECOMMENDEDNiroHelp checks the mailbox on a schedule using the credentials you give it. Works with any mail host — Gmail, Microsoft 365, your own cPanel — with no DNS records, no provider account, and no publicly reachable endpoint.
What you enter once
- Host
- imap.yourhost.com
- Port
- 993 · SSL
- Password
- ••••••••
Webhook
HIGH VOLUMEIf you already route mail through a provider, let it push each message to NiroHelp the moment it arrives — no polling interval at all.
- Mailgun
- Postmark
- SendGrid
Inboxes
One address per audience, routed to the right people
Connect as many mailboxes as you need on the Inboxes screen. Each one carries its own credentials, its own agents, and its own defaults — so billing questions never land in the queue your developers watch.
IMAP · polling every 5 min
Active4 agents
IMAP · polling every 15 min
Active2 agents
Webhook · Postmark
Paused1 agent
The messy parts
Email is a mess. That's our problem, not yours.
Quoted history, forwarded chains, signatures, attachments, replies from a different address — the things that turn a shared inbox into a guessing game.
Quoted history stripped
The reply is kept; the wall of "On Tuesday you wrote…" underneath it is not. Threads stay readable after ten replies.
Replies thread correctly
A customer replying to your email lands in the same ticket rather than opening a near-identical duplicate.
Attachments carried over
Screenshots, invoices and log files arrive attached to the ticket, where the person answering can actually see them.
Auto-replies ignored
Bounces and out-of-office messages are recognised and skipped, so your queue does not fill with robots talking to each other.
Senders matched to customers
Mail from a known address joins that customer’s existing history instead of creating a second identity.
Routed by address
Which inbox it arrived in decides who sees it and what defaults it gets — no manual triage step.
A piped ticket is just a ticket
Everything the rest of NiroHelp does applies the moment an email lands.
The details
Everything email piping ships with.
- Plan
- Any paid plan — Starter, Growth or Agency.
- Intake
- IMAP or POP3 on any mail host, or an inbound webhook from Mailgun, Postmark or SendGrid.
- Inboxes
- Multiple shared mailboxes, managed on the NiroHelp → Inboxes screen.
- Per-inbox settings
- Its own credentials, assigned agents, and product, reason and urgency defaults.
- Threading
- Replies match back to the original ticket and flip it to waiting, like an on-site reply.
- Message cleanup
- Quoted history stripped; signatures and forwarded chains handled; auto-replies and bounces skipped.
- Attachments
- Carried across from the email and attached to the ticket.
- Outbound
- Agent replies go back to the customer by email, so they never need to visit your site.
- Works with
- The AI auto-responder, automatic assignment, and every dashboard metric.
Common questions
No. Someone who emails your support address gets a ticket without ever visiting your site. If they later want to see their history, they can sign in with a one-time code or magic link using the same email address — the tickets are already there waiting.
Start with IMAP. It works with any mailbox, needs nothing but the credentials you already have, and requires no publicly reachable endpoint. Move to a webhook only if your volume is high enough that waiting for the next poll is a problem.
Only mail in the mailbox you connect becomes tickets, so the usual approach is a dedicated support address rather than someone’s personal inbox. Automated bounce and auto-reply messages are recognised and skipped so they never open a ticket.
They come across with the message and are attached to the ticket, so screenshots, invoices and logs arrive alongside the text rather than being lost.
Replies are matched back to their original conversation, so a customer replying to your email lands in the same ticket instead of opening a duplicate. The ticket status flips to waiting, exactly as it does for a reply posted on the site.
Yes — a piped ticket behaves like any other, so the auto-responder reads it against your help articles and replies when it clears your confidence threshold. That reply goes back out by email to the customer.
That is what multiple inboxes are for. Each connected mailbox has its own agents and its own defaults, so billing@ and developers@ can feed completely separate parts of your queue.
No — it is a Pro feature, alongside the AI chatbot and the auto-responder. The knowledge base and the ticket system, including the on-site submission form, stay free.
Stop working out of a shared inbox
Connect your support address in a few minutes and every email lands as a tracked ticket.