[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"cms-entry-blog-turning-support-emails-into-cases-en":3},{"message":4,"data":5,"success":42},"OK",{"id":6,"entry_type":7,"locale":8,"slug":9,"title":10,"summary":11,"body":12,"blocks":13,"author_name":14,"published_at":15,"updated_at":15,"data":16,"category":17,"tags":18,"related":19,"alternates":32,"seo":37,"cover":17,"media":41,"preview":40},36,"blog","en","turning-support-emails-into-cases","Turning Support Emails into Cases: 6 Steps from Shared Inbox to Numbered Tickets","Turn support emails into numbered cases: one address, replies kept in the same case, customer matching, SLAs, rule-based assignment and replying from the case.","In many service teams support requests arrive in a shared mailbox (e.g. support@yourcompany.com). As the mailbox grows, two people answer the same email, some emails are never answered and nobody knows the average response time. The fix is to turn every email into a **numbered support case**.\n\n## 1. Use one support address\n\nWhen customers write to personal addresses, tracking becomes impossible. Use a single support address on invoices, the website and email signatures, and forward requests that reach personal mailboxes to it.\n\n## 2. Every email is a case, every reply goes to the same case\n\nWhen an email becomes a case, the case number (e.g. CASE-1024) is added to the subject of the reply. When the customer answers that reply, no new case is opened; the message is added to the history of the same case, so the whole conversation about one problem stays in one record.\n\n## 3. Match the sender to the customer record\n\nIf the sender's address matches a known contact, the case should be linked to that contact and their company. The support team then sees past cases, contracts and sales records on the same screen.\n\n## 4. Start priority and SLA from the first minute\n\nA case created from email opens with a default priority, and the SLA clock starts once the priority is known. We explained how to set first-response and resolution times in [How to set SLAs for service teams](\u002Fen\u002Fblog\u002Fhow-to-set-slas-for-service-teams).\n\n## 5. Make assignment rule-based\n\nDon't ask \"who will handle this?\" for every email. Use assignment rules by product, region or priority, or round-robin distribution.\n\n## 6. Reply from inside the case\n\nA reply sent from a personal mail client never reaches the case history. Replying from the case screen records the answer and stops the SLA first-response timer.\n\n## Check before you set it up\n\n- Is IMAP access enabled on the support mailbox, and is an app password required?\n- How will auto-replies and newsletters be filtered out?\n- What should the default priority and status be?\n\n## In CRModular\n\nThe **Email → Email-to-Case** setting (E-posta → Email-to-Case) connects your support mailbox; incoming emails are read every few minutes and turned into cases (alternatively via email forwarding to a secret-protected webhook). If the sender is a known contact, the case is linked to the contact and their account; replies whose subject contains the case number are added to the existing case and a closed case is reopened. An email sent with **Reply to Customer** from the case screen is stored in the history and stops the first-response timer. Setup steps: [Email and Email-to-Case setup](\u002Fen\u002Fhelp\u002Femail-and-email-to-case-setup); feature overview: [Support Ticketing and SLA Management](\u002Fen\u002Ffeatures\u002Fsupport-ticketing-and-sla-management). The application interface is currently in Turkish.",[],"CRModular","2026-10-06T22:11:57.872Z",{},null,[],[20,24,28],{"slug":21,"title":22,"summary":23,"entry_type":7},"dealer-price-list-management","Dealer Price List Management: 5 Rules That Protect Your Margin","Price books by customer group, quantity and discount limits per product, tiered pricing and approved exceptions. A practical guide for distributors and wholesalers.",{"slug":25,"title":26,"summary":27,"entry_type":7},"win-loss-reason-analysis","Win\u002FLoss Reason Analysis: What Lost Deals Can Teach You","A closed reason list, three required fields on every loss and the same four questions each month. A practical way to separate losses due to price, competitors and missing follow-up.",{"slug":29,"title":30,"summary":31,"entry_type":7},"how-to-define-sales-pipeline-stages","How to Define Sales Pipeline Stages: 5 Steps with Exit Criteria","Tie stages to customer behaviour, give each a written exit criterion and correct probabilities with your real win rate. A sample B2B pipeline and checklist.",[33,34],{"locale":8,"slug":9},{"locale":35,"slug":36},"tr","e-postadan-destek-talebi",{"title":38,"description":39,"canonical_url":17,"noindex":40,"og_image":17},"Email-to-Case: Turning Support Emails into Tickets | CRModular","Turn support emails into cases automatically: thread replies by case number, match senders, apply SLAs and assignment rules. A 6-step guide.",false,{},true]