Aeion Helpdesk + Email Channels
Email remains the dominant customer support channel (60-80% of total volume for most B2B + e-commerce businesses). Aeion Helpdesk ingests email through a single HMAC-signed inbound-email webhook — point any mail relay at it (Gmail forwarding, Outlook rules, SendGrid Inbound Parse, Mailgun Routes, Amazon SES receiving) and it becomes tickets. Per-tenant inbox routing, threaded conversation parsing, attachment handling via Aeion Files, auto-tagging via AI.
Supported Email Providers
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Threaded Conversation Parsing
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Setup Walkthrough — Inbound Email Webhook
```bash
Reply Routing
```typescript
FAQ
Not directly — Helpdesk has one generic, HMAC-signed inbound-email webhook. Gmail/Outlook (and SendGrid/Mailgun/SES) reach it through a thin relay you configure, not a built-in per-provider connector. (Aeion's separate Inbox module does have native Gmail/Outlook OAuth providers, for the shared-team-inbox use case — see below.)
25MB, enforced by Aeion on the inbound-email payload (not a provider-specific limit). Per-larger via Aeion Files link.
Not currently part of the inbound-email pipeline — attachments go straight to Aeion Files/media storage. Route uploads through your own scanning layer if that's a requirement.
Rule-based quote/signature stripping (quote markers, "On ... wrote:", forwarded-message headers), not an AI classifier — no measured accuracy metric.
Per-Aeion Smart Reply Guard detects out-of-office/auto-reply body patterns ("out of office", "automatic reply", etc.) and thank-you messages to avoid reopening tickets.
Per-domain auto-classification. Per-internal route to dedicated queue.
Per-team Aeion Helpdesk queue. Per-shared-inbox Aeion Inbox module.
Per-Aeion outbound email DKIM/SPF/DMARC-signed. Per-tenant domain authentication.
Per-tenant multi-language auto-detect. Per-language reply routing.