Asuk9Q: Email to Ticket
Hi,
1, Does ticketing support auto canned responses liked we have received your email our opening hours are... etc? Is email included in the omnichannel section or is it separate, can email be a trigger for chatbot to start a flow and reply to the user?
2, can email tickets be responded to via the mobile apps?
3, Can I scope agents/users to only be able to access specific organisations?
4, Is there a data export function for chat history and KB articles, so i can have an external backup?
5 Can I set custom SMTP credentials on a per org basis?
6, the docs are lacking, how is incoming emails handled, is it imap or do you provide an address that I forward to?
Thanks
Andrew_AnyChat
May 19, 2026A: Hello
1 - yes, you can use canned responses in tickets. Email is not yet included into omnichannel inbox. Once you receive a new email it will be converted to ticket, so you have to reply from "Tickets" section, not from "Chat" section. At this moment Ticket can't start a flow or any automation.
2 - No, at this moment you can only reply to messages with mobile app. (Tickets are under development yet).
3 - You can scope agents to be able to access specific channels (live chat, whatsapp, etc...) or workspace.
4 - You can't export chat history yet. You can export the full KB into MD files.
5 - You can set SMTP settings per workspace.
6 - We handle emails by IMAP, so you can connect your own email address.
Verified purchaser
Can an org have multiple email mailboxes such as support@ and info@ handled inside one anychat org?
Yes, you can add several IMAP connections
Verified purchaser
2FA support? The mongo DB on mx.anychat.one is an old insecure version?
Yes, you can set 2FA in your account settings https://app.anychat.one/account. mx.anychat.one is our mail exchange server