# Client support email handeing (Case manegment) **URL:** \ **Category:** Mautic 4 Install/Upgrade Support\ **Created:** [August 27, 2023, 1:37am UTC](https://forum.mautic.org/t/client-support-email-handeing-case-manegment/29078 "2023-08-27T01:37:38Z")\ **Posts on this page:** 9\ **Page:** 1
**Author:** ![indra](https://avatars.discourse-cdn.com/v4/letter/i/5f9b8f/32.png) [@indra](https://forum.mautic.org/u/indra)\ **Post date:** [August 27, 2023, 1:37am UTC](https://forum.mautic.org/t/client-support-email-handeing-case-manegment/29078/1 "2023-08-27T01:37:38Z")
How to handle support emails? When I have [support@abc.com](mailto:support@abc.com) and client send about something to that email, create a token then send auto reply to client with token number. Token number means case number or ticket number. Also, can I set that email’s status like solved or not etc? ---
**Author:** ![mzagmajster](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/mzagmajster/32/687_2.png) [@mzagmajster](https://forum.mautic.org/u/mzagmajster)\ **Post date:** [August 27, 2023, 8:46am UTC](https://forum.mautic.org/t/client-support-email-handeing-case-manegment/29078/2 "2023-08-27T08:46:24Z")
It probably can be done using Mautic Monitored email box and some custom integration with your ticketing system. ---
**Author:** ![joeyk](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/joeyk/32/11164_2.png) [@joeyk](https://forum.mautic.org/u/joeyk)\ **Post date:** [August 27, 2023, 8:57am UTC](https://forum.mautic.org/t/client-support-email-handeing-case-manegment/29078/3 "2023-08-27T08:57:15Z")
I have seen this happening with Forms. Joey ---
**Author:** ![indra](https://avatars.discourse-cdn.com/v4/letter/i/5f9b8f/32.png) [@indra](https://forum.mautic.org/u/indra)\ **Post date:** [August 28, 2023, 1:41am UTC](https://forum.mautic.org/t/client-support-email-handeing-case-manegment/29078/4 "2023-08-28T01:41:21Z")
how to add custom integration? ---
**Author:** ![mzagmajster](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/mzagmajster/32/687_2.png) [@mzagmajster](https://forum.mautic.org/u/mzagmajster)\ **Post date:** [August 28, 2023, 7:28am UTC](https://forum.mautic.org/t/client-support-email-handeing-case-manegment/29078/5 "2023-08-28T07:28:38Z")
Depends on your situation, more often then not this means using mautic plugin that already exists to connect the system together or writing up your own plugin. In general if the external system has some sort of api you are able to integrate it with mautic. ---
**Author:** ![bobkitz](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/bobkitz/32/12780_2.png) [@bobkitz](https://forum.mautic.org/u/bobkitz)\ **Post date:** [August 31, 2023, 11:49am UTC](https://forum.mautic.org/t/client-support-email-handeing-case-manegment/29078/6 "2023-08-31T11:49:00Z")
If the customer replies to [support@abc.com](mailto:support@abc.com), then the ticketing software should be monitoring [support@abc.com](mailto:support@abc.com), and it is also responsible for creating the new ticket and sending a reply with the ticket information. We do this with Zendesk and Hesk without any issues. Or am I missing something? ---
**Author:** ![joeyk](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/joeyk/32/11164_2.png) [@joeyk](https://forum.mautic.org/u/joeyk)\ **Post date:** [August 31, 2023, 1:23pm UTC](https://forum.mautic.org/t/client-support-email-handeing-case-manegment/29078/7 "2023-08-31T13:23:26Z")
Well, Mautic is not a ticketing system. This feels like using Word for database management. Possible, but need a bunch of workarounds. ---
**Author:** ![joeyk](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/joeyk/32/11164_2.png) [@joeyk](https://forum.mautic.org/u/joeyk)\ **Post date:** [August 31, 2023, 1:24pm UTC](https://forum.mautic.org/t/client-support-email-handeing-case-manegment/29078/8 "2023-08-31T13:24:11Z")
What you mentioned is totally possible, but you need an SMTP to process the emails and hook it up to Mautic to give intelligent answers. ---
**Author:** ![indra](https://avatars.discourse-cdn.com/v4/letter/i/5f9b8f/32.png) [@indra](https://forum.mautic.org/u/indra)\ **Post date:** [September 14, 2023, 3:45pm UTC](https://forum.mautic.org/t/client-support-email-handeing-case-manegment/29078/9 "2023-09-14T15:45:57Z")
yeah I need that feature in Mautic