Customers don't have to log in to keep a support conversation going. When you reply to a ticket, CornerSpot emails the customer — and when they simply reply to that email, their message lands right back on the ticket. The same works for an assigned agent answering from their own inbox. This guide explains how email threading works so every reply ends up in one place: the ticket.
How email replies thread into a ticket
Every message on a ticket — typed in CornerSpot or sent over email — gathers in a single conversation at /dashboard/support-hub/support/{id}. Here's what happens behind the scenes.
1. One conversation, every message
Open a ticket and you'll see the whole exchange in order: the customer's opening message, your replies, and their responses. It doesn't matter whether a message was written in the dashboard or arrived by email — it all threads into the same timeline.
2. Your reply is emailed from your support sender
When you send a public reply, CornerSpot delivers it to the customer as an email from your team's support sender, with a special reply-to address that's unique to that ticket. (You can set the From name and brand on the Email Branding tab of Support Settings.)
3. The customer just replies to the email
The customer answers straight from their own email — no portal login required. Because the reply goes to that ticket's unique reply-to address, CornerSpot recognises which ticket and which person it belongs to, and posts it back onto the conversation automatically.
4. The conversation just keeps going
From there it's a normal back-and-forth: you reply in the dashboard, the customer replies by email, and everything stays in one tidy thread your whole team can follow.
What CornerSpot handles for you
- Matched to the right ticket and author: Each inbound reply is matched behind the scenes using the ticket's unique reply-to address, so it lands on the correct conversation and is attributed to the right person.
- Agents can reply from their own inbox: An assigned agent gets reply notifications by email and can answer directly from their mail client — that reply threads onto the ticket too.
- Duplicates are ignored: If the same email is delivered more than once, CornerSpot recognises it and won't post the message twice.
- Attachments carry over: Files attached to an email reply are brought into the ticket, within your team's attachment size limits.
- Closed tickets stop accepting replies: If a ticket has been Closed, an emailed reply is rejected and the customer is prompted to open a new request instead. Choose Resolved rather than Closed if you'd like to leave the door open for follow-ups.
Tips
- Keep your Email Branding set so the emails customers reply to clearly come from your team.
- Resolve — rather than close — a ticket when the customer might still write back, so their email reply reopens the conversation instead of bouncing.
- Encourage customers to reply to the support email directly; there's no need for them to log in to the portal to continue.