This article explains how incoming emails in Swat.io generate tickets and if new tickets are created based on user or subject level. You will also learn which attachments are supported and how they are displayed in tyour Swat.io Inbox.

The content of the email is fully displayed, when opening it in your Swat.io inbox. Here you can also see the sender’s name, the email address and you can reply directly to the incoming email:

When hovering over the sender’s username, you can also view the sentiment overview of this particular user, which gives you an overview of the tone (positive, neutral or negative) of previous messages associated with that user (if previous comments or emails from the same sender already exist in Swat.io).

Tickets for incoming emails are created on subject level. This means that, unlike other channels, Swat.io generates a new ticket for each new email conversation with a single user: If a user sends multiple emails with different subjects - separate tickets will be created for each of those messages.

In order to help you quickly identify the topic of each email inquiry, the subject line is always displayed in bold at the top:

In case incoming e-mails contain attachments, these are displayed in the ticket, but there are different limits for receiving and sending attachments.

You can find all details about these limits when hovering over the upload button, used for attaching files, with your mouse: