# Ticketing - a quick setup Section: Email Description: Get Ticketing running in four steps: connect a mailbox and test it, add your domain and sender address, manage tickets, and set up the automatic reply, views and the satisfaction survey. Verified against Tidio panel 12.304.0 Last updated: 2026-11-09 Source: https://help.tidio.com/articles/ticketing-quick-setup/ Ticketing systems are exceptionally useful tools for customer service, letting you manage incoming emails, keep track of communication, and reach out to your leads via email directly. **In just 15 minutes**, you can start using Tidio's own fully functional ticketing - a great companion tool to live chat. This guide will walk you through the steps to get **Ticketing** up and running in your project. In each step, we will also provide links to other articles that cover each topic in much more detail. ![The Inbox with "My open" selected under "Tickets" and three ticket cards showing subjects, priority, department, and status indicators.]() **In this article, you will learn:** - [How to connect your first mailbox]() - [How to use your own domain and sender address]() - [How to manage your tickets]() - [What further steps you can take]() [Video]() Silent walkthrough. Ticketing quick setup: connect a mailbox through Other provider and send a test email, go to the Inbox and open the New ticket view, turn on the Send automatic ticket reply workflow template with an edited message, and check the ticket survey switches in Settings \> Customer satisfaction. ## Step 1: Connect your first mailbox The first step to start receiving emails in your Tidio inbox is to connect at least one **external mailbox**. This mailbox can be something you've already been using for your customer support purposes, set up via Gmail, Outlook, or any other provider - or it can be a brand new address that you've just configured. #### Integrate your existing mailbox Head to the **Settings \> Email **section in your Tidio admin panel: ![The Settings sidebar with "Email" selected under the channel settings.]() In the **Mailbox** tab inside, hit the **Connect mailbox** button to start the process: ![The Email settings "Mailbox" tab with the "Connect mailbox" button circled in the setup banner.]() You will see a pop-up with three options - **Gmail**, **Microsoft Outlook** and **Other provider** - and the **I want to create a new Tidio address** link at the bottom. Select **Other provider**, provide the address itself, and hit **Next**. Please note: if you want to connect a Gmail (or Google Workspace) address, it's much quicker to use the dedicated **Gmail** option, which needs no forwarding at all; for an Outlook address, the **Microsoft Outlook** option shows you step-by-step forwarding instructions for Outlook. ![The "Choose your mailbox provider" screen with Gmail, Microsoft Outlook, Other provider, and a link to create a new Tidio address.]() Finally, you will receive your unique Tidio** forwarding address** - this is what you need to copy and paste into your mailbox forwarding settings. This is the most important step, as it allows your incoming emails to be forwarded to Tidio. Once your forwarding is saved in your mailbox, hit the **Send test email** button at the bottom of the setup window. Tidio sends a test email to your mailbox, and you will see the **Check your Tidio Inbox** window: ![The Check your Tidio Inbox window: "Your test email should now be waiting in your Tidio Inbox. Open it to confirm everything works as expected.", the second line starting "Don't see the email?", and the Go back to instructions and Go to Inbox buttons]() Click on **Go to Inbox** and check that the test email has arrived in your tickets. If it hasn't, the forwarding rule might not be set up correctly - use **Go back to instructions** to double-check your settings. You can find more details on adding your different mailboxes [in this guide](). #### Verify your mailbox connection With some providers (like Gmail or Proton), you are required to additionally **verify your new forwarding setup**. Please note: verifying with Gmail is not necessary if you've selected the dedicated **Gmail** option earlier\! This verification is your email provider's own step, separate from Tidio's test email. In cases where verification is required, right after you add your Tidio forwarding address into your mailbox settings, you should receive a** verification email** inside your Tickets inbox inside Tidio. Open it, and follow the instructions inside - that is usually a link you need to access, or a button you need to click. ![The Inbox sidebar with "Unassigned" selected under "Tickets" and a badge showing three tickets.]() Please note: in some cases, it's possible that this verification email can be automatically **marked as spam**. If you can't find this email, make sure you check the **Spam** folder in your Tidio inbox\! If you encounter any other issues with forwarding, please check out [this troubleshooting guide]() - it covers the most common problems. You can see more detailed information and guidelines [in this general Ticketing article](). ## Step 2: Set up your own domain and sender address By default, Ticketing uses Tidio's own domain as the sender address of your emails. You can, however, improve your professional credibility (and customer experience) by **configuring your own custom address**. This will also help with the deliverability of your emails in general. ![The "Sender address" tab with "Tidio domain" as the default and a "Connect your domain" link below the empty address list.]() #### Connect your own business domain The best available way is to connect your own domain with your Tidio project, and use that as the basis of your sender address. By default, the domain connection is done **automatically **through an app called Entri; but** manual** connection is possible as well (especially if your domain provider is unable to work with Entri). We'll only cover the automatic method here. Head over to **Settings \> Email**, and go to the **Domains** tab - then click on the **Add domain** button: ![The Email settings "Domains" tab with the "Add domain" button circled in the setup banner.]() In the new window that pops up, provide the domain you'd like to connect: ![The "Enter the domain you want to connect" dialog with a domain entered and a "Next" button.]() #### This will let you proceed to the **automatic** domain connection, powered by **Entri**. ![The Entri domain connection introduction explaining secure, automatic configuration, with a "Continue" button.]() Once you continue, the domain will be **analyzed** for all the relevant details - all in order to allow a secure and smooth connection. During this process you will be asked to input your** provider login details**, in order to properly allow Tidio to connect with your domain. You will most likely need to **confirm the connection request** with a security code sent via email as well. Once you successfully verify everything that's necessary, you will see a confirmation screen. Once the domain is properly connected, it may take **up to 48 hours** to fully verify. Finally, the domain will be listed as verified in the **Domains** tab: ![The domain list showing a green "Verified" status and a link to use the domain for the sender address.]() When the entire process is finished, you will be able to select your own domain as the sender address inside the **Sender address** tab (in **Settings \> Email**), and determine the exact email alias you'd like to use - just click on the **Add sender address** button in the top-right: ![The "Sender address" tab with an arrow pointing to the circled "Add sender address" button at the top right.]() You can see more details on connecting your business domain in this guide. ## Step 3: Start managing your tickets Now that you've connected your chosen mailbox (or several), Ticketing is up and running - and you can start receiving tickets, creating new ones from scratch, and responding to incoming emails. ![The Inbox sidebar with "Unassigned" selected under "Tickets", showing four tickets.]() #### Navigate your ticket folders All the tickets forwarded to your Tidio mailbox will be shown in the **Unassigned** folder. Whenever you are assigned a ticket (either by yourself or by someone else), the ticket becomes visible in the **My open** folder. The **Solved** folder holds all of the tickets you (and your team) have closed. You will see basic information next to each ticket, wherever it currently is. #### Browse individual tickets Click on the chosen ticket to open it. At the top bar of the ticket, you can see (and change) the current **assignee**, **status**, and **priority**. The other options are in the three-dots menu on the right: mark the ticket as **spam**; **merge** tickets from the same sender (if any such tickets are available); **block** the sender's email address entirely; and the option to **delete** the current ticket (if your permissions allow deleting tickets). ![An open ticket with assignee, "Open" status, and "Normal" priority controls above the conversation and an email reply composer below.]() #### Respond to tickets, leave internal notes, forward emails When viewing a ticket, you can **respond to it directly**, leave **internal notes **for your team, or **forward** the ticket to another recipient (or recipients). Naturally, you can also select the **sender address** that you wish to use when responding to this ticket. You can see these different options inside each ticket; you can also use the additional **Cc** and **Bcc** options if you need to add more recipients. ![The ticket composer mode menu offering "Email reply", "Internal note", and "Forward", with "Cc / Bcc" visible to the right.]() #### Create new tickets from scratch To create your own ticket from scratch, click on the **+** icon (**Create ticket**) next to **Tickets** in the Inbox menu. The **New ticket** view opens, where you compose your new ticket, providing details such as the **subject**, **recipient**, **sender**, **priority**, **assignee**. Of course, you also need to compose the actual **message** (or** internal note**), and select the ticket's initial **status**. ![The Inbox's left-hand menu with the Tickets section expanded (Unassigned, My open, Solved) and the + icon next to Tickets highlighted, with its tooltip showing the keyboard shortcut]()![The New ticket view: New ticket and Cancel at the top, the Assignee, Status and Priority dropdowns on the right, and the Subject:, To: and From: fields above an empty message box with the Create button]() #### Use ticket statuses You have three different statuses to use when managing your tickets: **Open**, **Pending**, and **Solved**. You can select a new status whenever a change is necessary, but all new incoming tickets start out as **open**. A ticket is usually **pending** when you're awaiting a response, or when the ticket is simply not solved yet. You should mark the ticket as **solved** when no more communication is necessary in that particular thread. ![The ticket submit menu offering "Submit as OPEN", "Submit as PENDING", and "Submit as SOLVED".]() To learn about every aspect of managing your tickets in detail, see [this dedicated guide](). ## Step 4: Take it to the next level Now that you've set up the basics of Ticketing, it may be time to configure some additional settings that will help you and your business. These details can take your ticketing to the next level, so they are well-worth exploring\! #### Automatic response Whenever someone sends you an email, they can receive a pre-prepared automatic reply from your panel. In Tidio, this is a Workflow template: navigate to the **Templates** tab inside **Settings \> Workflows**, and find the **Send automatic ticket reply** template. 💡 **Please note:** Workflows are available on the **Growth** plan and above. Learn more in our [Workflows]() article. ![The Workflows "Templates" tab highlighted with an arrow pointing to the "Send automatic ticket reply" template.]() Hover over the template and click **Learn more**, then **Use template** - this will allow you to compose the message itself. When it's ready, hit the **Activate** button (or use **Advanced editing** to change more details of the workflow in the editor). ![The Send automatic ticket reply template after Use template: the Customise content step with the reply message field ("Hello, we received your message..."), and the Advanced editing and Activate buttons at the bottom]() #### Custom email signature Each agent can add their own signature in the **Custom signature** tab, inside **Settings \> Account**. You can add text with basic formatting options (including hyperlinks) as well as images (when adding multiple images, they can only be placed vertically). ## ![The Account "Custom signature" tab with an email signature containing an agent name, support role, website link, and portrait.]() #### Custom views By default, you can only see three general folders: **Unassigned**, **My open**, and **Solved**. However, you can create your own **filters**, allowing you to see different kinds of tickets separately, based on the **conditions** you configure. You can sort your tickets into different categories automatically, and quickly access them whenever needed. ## ![The "Views" sidebar listing "Pending ($$$)", "Pending", and the selected "URGENT" view, each with a ticket count.]() To add your first custom view, click on the plus **(+)** sign next to the **Views** list (**Create view**). In the **Create view** window that pops up, you configure the new view's basic settings (such as name and visibility), as well as the conditions that determine which tickets will be listed in the view. To see all the details of this process (as well as practical examples), take a look at[ this dedicated guide](). #### Customer satisfaction survey Whenever you solve a ticket, an automated **satisfaction survey** can be sent to the customer via email. You can manage it on the **Tickets** tab of **Settings \> Customer satisfaction**, with separate switches for tickets solved by your agents (**Send survey for tickets handled by agent**) and by Lyro (**Send survey for tickets handled by Lyro**). We recommend you modify this survey and tailor it to your needs. 💡 **Please note:** the automated satisfaction survey is available on the **Growth** plan and above. On other plans, switching it on opens an upgrade window. ![A customer satisfaction email asking "How would you rate the support you received?" with five face ratings from angry to delighted.]() ![Settings \> Customer satisfaction on the Tickets tab: the Send survey for tickets handled by agent and Send survey for tickets handled by Lyro switches, the Trigger time list, the email text fields, and the email preview on the right]() This satisfaction survey allows the recipient to select one of five options (emojis), and leave feedback if their choice wasn't positive. You can modify all the text, as well as how soon the survey is sent. You can later check all your survey results as well. You can learn more about collecting customer feedback via tickets [in this guide](). ## Conclusion Setting up Ticketing lets you manage much more communication within Tidio directly, and as a result - increase your efficiency. Using the steps above, and the detailed configuration options shared for further reading, you can start providing better support in a way that suits your business. For any advanced settings or assistance, feel free to reach out to Tidio support anytime. Please [see this Help Center section]() for everything associated with Tidio's Ticketing. ## Further reading - [Forward emails to Tidio]() - [Connect Gmail with one click]() - [Email (Ticketing)]() - [Workflows]() - [Collect customer feedback]() - [Lyro on email: answering whole email threads]()