Support tickets

MailInApp doesn't receive email, so a recipient can't just hit reply on something you sent. Support tickets are the mechanism for keeping a conversation going anyway — an order question, a follow-up on a survey response, anything that needs a back-and-forth after the original email already landed.

Starting a conversation

Open Dashboard → Support and click + New ticket, or click Contact buyer next to any paid order on a project's Responses page — that prefills the recipient's email and links the ticket to the order for context. Write a subject and your first message, and MailInApp emails the recipient a link to a private, hosted reply page.

How the recipient replies

The recipient has no MailInApp account, so their link is their access — the same signed-token model as live view links. Opening it shows the whole thread and a reply box; whatever they send comes straight back into your dashboard, and you get an email the moment they do.

Status

A ticket is Pending while it's waiting on the recipient, and flips to Open the instant they reply — so your inbox always shows what actually needs your attention, not just everything that's ever been open. Mark a ticket Resolved once it's settled; if the recipient writes back later, it reopens automatically.

Scope

Tickets are account-wide, not tied to a single project — the same recipient across different campaigns shows up in one inbox, not scattered across several. The originating project and order are stored as optional context only: a ticket started from an order remembers which one, but nothing about tickets requires a purchase to have happened first.

Privacy requests

A recipient can also start a ticket themselves, without you writing first. Every unsubscribe page (/u/[token]) includes a "Correct or delete your data" form alongside the unsubscribe link — if they use it, MailInApp opens a ticket on your behalf, tagged with a purple Privacy request badge in the list and on the ticket itself, and emails you the same way any recipient reply would. Reply through the normal ticket flow to let them know what you did; see privacy & data controls for the full picture of what a recipient can ask for and why it routes to you instead of being handled automatically.