Ticket.coffeeSuite.coffee
Customers and organisation

Organise tags and mailboxes

Create a consistent classification and define the visible sender for each support channel.

1 min readUpdated Aug 23, 2026

Keep classification small and configure the visible sender identity for every support channel.

Before you start

  • Agree recurring topics worth reporting.
  • Confirm the address, sender name and destination team.
Ticket mailbox list with address, sender identity, team, status and verification.
Mailboxes define routing and sender identity while tags provide stable operational classification.

Use a small tag vocabulary

Create tags for recurring topics that help filtering and reporting. Prefer stable labels over one-off descriptions.

Configure mailboxes

A mailbox defines the team, address and sender identity used by Ticket.coffee. It does not currently import incoming email automatically; new requests come from the public form or manual creation.

Step by step

  1. Create only reusable tags for recurring topics.
  2. Open Mailboxes and create or edit a channel.
  3. Select its responsible team.
  4. Enter the support address and visible sender name.
  5. Confirm active and verification status before use.

Final check

  • Tag names are not one-off descriptions.
  • The sender identity is recognisable to customers.
  • The mailbox routes to an active team.
Tip: A mailbox configures Ticket identity and routing; it does not automatically import incoming email.