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Want to handle support tickets via email? Ravenna’s got you covered. Each queue gets its own unique email address, so you can manage multiple support inboxes without breaking a sweat. To get started, head to your queue settings and click on the Email option in the left navigation. Make sure to toggle on “Allow inbound emails to be sent to this queue” - this is the magic switch that turns your queue into an email inbox.

Inbound email processing

Enable your queue to receive emails and automatically convert them into tickets. This allows external users to create tickets by sending emails to your queue’s dedicated address.Each queue gets a unique email address in the format:
[email protected]
Guest users When enabled, emails from addresses not in your Ravenna organization will automatically create guest user accounts. This is useful for external support scenarios.Sender name Customize the sender name for outbound emails from this queue. This appears in the “From” field when Ravenna sends email notifications.Bounce emails When enabled, Ravenna sends bounce notifications for emails that fail to process, helping you identify delivery issues.
Control which emails are processed by your queue using allowlists. This helps prevent spam and ensures only authorized sources can create tickets.Allowlisted emails Specify individual email addresses permitted to create tickets. Useful for restricting access to specific partners or vendors.Allowlisted domains Specify entire domains permitted to create tickets (e.g., @yourcompany.com). This allows all users from trusted organizations to submit requests.
If allowlists are defined, only emails from those specified sources will be processed. All other emails will be rejected.
Learn more about email integration.
Introduction

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Email Allowlist Settings

By default, Ravenna only accepts emails from addresses that match your organization’s domain. But we know that’s not always enough - sometimes you need more control over who can email your queue.

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Guest Users

When you enable Guest Users, Ravenna becomes more welcoming to external email addresses. Think of it like having a bouncer at the door - you can let everyone in, or create a VIP list of specific email addresses and domains.
Introduction
When someone from outside your organization emails your queue, Ravenna automatically creates a Guest user record. Don’t worry - these guests won’t have access to your Ravenna instance. We just use these records to make sure your email replies reach the right people.