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[Feature Request] - Email Capturing #484
Description
Hi,
Apologies if this is already on the roadmap, but I wanted to suggest a few features around email integration and the helpdesk.
- Email-to-ticket integration
It would be great if Windshift could connect to a shared inbox and automatically:
Create a ticket when a new email arrives, so the team can pick it up in Windshift
Move the processed email into a separate folder in the inbox
-
Email conversation threading
When the requester replies to the email, Windshift could add the reply to the existing ticket’s conversation, matched by a ticket ID in the subject line. This would keep a full record of the conversation in one place. -
Replying from a ticket
An option within a ticket (e.g. a “Send email to requester” checkbox or button) that opens a popup to write the message, which Windshift then sends to the original requester and logs on the ticket. -
Closing tickets
When a ticket is marked complete, Windshift could move any related emails (identified by the ticket ID in the subject) into a “Completed” or archive folder. -
Merging tickets
If a requester replies with a changed subject line, a new ticket would probably be created by mistake. The ability to merge tickets would let us combine these back into the original. -
Combined workspace and helpdesk
I believe a workspace is currently either a standard workspace or a helpdesk. My project needs the standard workspace functionality, but the helpdesk features would be really useful for it too. Rather than running two separate workspaces, would it be possible to have a helpdesk tab within a standard workspace so users can switch between the two views?
Kind regards,
Jay
Activity
stefan-ernst commentedon Nov 12, 2026
Hey, much of this already works
https://windshift.sh/docs/05-customer-portals/03-email-intake
The only pieces missing are mailbox operations like moving messages in the mailbox - not sure if this should be done by Windshift, it could also be a mailbox rule when the mail is set to read only or when windshift sends a closing receipt (possible via Windshift Action)
Jayden-SysData commentedon Nov 12, 2026
@stefan-ernst
unfortunately our email system cannot do automatic rules as such however using what windshift already has, we have figured out a way we can at least read the emails and create a work item. Howver the description of said work item is unreadable as its in markdown. What would help with this is if windshift could render HTML for work items created by email?
cs-tsg commentedon Nov 12, 2026
I've got a couple of requests to @stefan-ernst 😅
@Jayden-SysData is my colleague, we use the same in house email system (bespoke).
I like the idea of linking email intake to a portal, however, we can not add rules to shared mailboxes on our email system. It would be good if the email intake could process rules - like Subject starts with etc and that can then decide which portal / workspace is used?
Also, if we start working on a work item, I'm guessing windshift does not send emails to the "requester" ? - we have used GLPI in the past and GLPI has a feature where if you mark a comment as private or internal, it does not send an email / update to the "requester" - it would be good if windshift could do this as well? (I know it can already do Internal comments) 😄
stefan-ernst commentedon Nov 12, 2026
Hey, there is a lot to unpack here 😉
Regarding the html rendering - that would be off the table because it introduces all kinds of problems with XSS vectors. However, the linked PR introduces a basic html -> markdown conversion so that the output is readable.
The internal comment does not produce a notification or an email to a customer, so this would be an option not to send outside comment notifications. The requester gets an optional confirmation email if you enable it on the intake channel and otherwise only public comment events are sent.
mrtfn commentedon Nov 12, 2026
Not sure about it but maybe a triage agent of windshift could solve the text problem you got(also it may hallucinate but you can give it a shot if it supports such thing)