Where Tickets Come From

These are the channels (sources) that create tickets for your team. However a request arrives, it lands in the same queue. There are three:

• Inbox monitoring - new emails to your support inbox become tickets
• Support form - a form visitors fill out on your website
• Handover to a person - when your agent cannot resolve a chat, it hands it over as a ticket

Open Tickets > Where tickets come from in the sidebar to set them up.

Inbox Monitoring

Connect your support inbox and DeskClone checks it for new mail. Each new email becomes a ticket - subject as the title, body as the description - and replies on the same thread stay grouped in that one ticket. Your support email stops piling up and becomes a trackable queue.

Connect Your Inbox

Gmail and Outlook work exactly the same way and appear in the same list, so you can connect both. You can also set how often DeskClone checks for new mail (How often to check); the default suits most teams.

What Lands on the Ticket

Each synced email brings its full context onto the ticket, not just the text:

• The whole thread - every reply is added as it arrives, including the ones your team sends from the connected inbox, so the ticket always shows both sides.
• Cc recipients - everyone copied on a message is shown on that message, even if they never reply.
• Attachments - PDFs, documents, spreadsheets, and images are stored with the ticket. Text is extracted automatically so Jarvis can read them, and each file gets a one-line summary so you can see what it is at a glance. Scanned documents with no text layer are marked "scanned - preview only": you can view them, but Jarvis cannot read them yet. Files over 20MB are listed but not stored - open those in your inbox.
• The original email - DeskClone shows a clean text version in the conversation, and keeps the original HTML behind a View original button for when formatting, tables, or inline images matter. Remote images stay blocked until you choose to load them.

Pause and Resume Checking

Open the inbox and click Pause to stop DeskClone checking it. A box asks for an optional reason (for example, "a week off", up to 200 characters). A paused inbox shows who paused it, when and why, with a Resume button beside it:

Paused by Priya on October 31, 2026 ("a week off")

If it was paused from a chat rather than the dashboard, the line says so. If the person who paused it has since left your team, it reads "a former member". Resume switches checking back on and clears the line. An inbox that is disconnected, or that has lost access, cannot be resumed until you sign in again.

When a Connection Expires

Now and then an email connection needs re-authorizing - you will see a red Sign in again badge on the inbox, with a line such as "Gmail stopped letting DeskClone read support@acme.com on October 29, 2026. Sign in again to resume; your settings are kept." Click Reconnect on that inbox (not "Connect Gmail" at the top, which adds a new inbox) and sign in again. Reconnecting also switches checking back on. See Troubleshooting if you get stuck.

Disconnect an Inbox

Disconnect account, at the bottom of the inbox's page, removes DeskClone's sign-in to that inbox. New emails stop becoming tickets, and any email import that updates itself from that inbox stops too. Your sender filters and settings are kept for when you reconnect.

Support Form

The support form is a contact form you add to your site. A visitor fills in their name, email, subject, and description, and it creates a ticket - the same as any other. It uses the agent and Website code key you already turned on, so there is nothing extra to set up. Find its code under Tickets > Where tickets come from > Forms. The ticket shows the visitor's name and the page they wrote from. If your site passes a signed-in customer's details (see Tell DeskClone Who the Visitor Is), Name and Email are filled in for them.

Handover to a Person

When a visitor is chatting and your agent cannot help further, it hands the chat over to your team (some people call this escalation or transfer to a live agent). The visitor gets a smooth "let me connect you with someone" instead of a wrong answer, and a ticket is created with the full chat history attached.

You decide what a handover does on the agent's Behavior tab - any combination of:

• Create a ticket for your team
• Email a specific address
• Custom action that calls one of your connected tools

The same tab also lets you set a support email and response window your agent can promise ("someone will reply within 4 hours"), a handover message for how it hands over, an If the AI is unavailable message, and behavior rules - conditions that should always trigger a handover.

Your own systems

Want your own tools to ask your agent questions, add knowledge, or be told when a conversation starts or is handed to a person (a webhook)? That lives under Settings > Zapier, Make and API and is documented in the Zapier, Make and API guide. Creating tickets from incoming events is still to come.

Ask Jarvis

Jarvis can manage your inboxes from a chat. "Connect my support inbox" puts a card on your screen; when you press Sign in with Google (or Microsoft), the sign-in opens in a new tab, and the card says when the inbox is connected. Signing in again to an inbox that lost access works the same way. Stopping checking is a card too, and you can give a reason your team sees. Starting checking again, checking an inbox now (up to 50 new emails each time, and it tells you how many are left), changing which senders become tickets, how often it checks and what the inbox is used for all happen straight away, with Undo. Reading emails again from a date, disconnecting it, and importing past emails into your Knowledge Base are cards, because they create tickets, stop what depends on the inbox, or use your monthly import allowance.

What's Next

Now that requests are flowing in, learn how to work through them in Managing Tickets.