Keep ticket and message replies moving from the inbox

WorkRate sends email notifications for client tickets and message threads, and reply-by-email keeps those inbox replies attached to the right WorkRate conversation.

How email notifications work

WorkRate uses email notifications to keep agencies and clients aware of activity that needs a response.

Tickets: when a client submits a ticket or replies to one, the agency can receive an email notification. When the agency replies, the client can receive an email notification.
Messages: when either side posts in a client conversation, WorkRate can email the other side with the latest message preview.
Threads stay inside WorkRate: email is the alert and reply bridge; WorkRate remains the system of record.

Reply-by-email

Agency users and clients can reply directly to ticket and message notification emails. WorkRate reads the reply and posts it back into the matching ticket or message thread.

1
WorkRate sends a notification with a special reply-to address tied to the ticket or conversation.
2
The recipient replies from their normal inbox. They do not need to copy a special address or open the app first.
3
WorkRate receives the reply and adds the clean reply text to the right thread.
4
The full history stays visible in the ticket or message timeline for your team and client portal users.

White-label inbound reply domain

Agencies on the Agency plan can set a custom inbound subdomain so reply-by-email addresses use their own domain.

1
Open Settings → White Label in WorkRate.
2
Enter the Inbound reply domain, such as inbound.youragency.com.
3
Add an MX record at your DNS provider: host/name inbound, value inbound.postmarkapp.com, priority 10.
4
Save the setting after DNS is configured. New ticket and message notifications can then use your branded inbound reply domain.

Spam and junk folders

Important: If you're not receiving WorkRate email notifications, check your spam or junk folder. Mark emails from no-reply@getworkrate.io as 'Not Spam' to ensure future delivery.

If a client says a proposal, ticket, or message notification did not arrive, ask them to check spam, junk, promotions, or quarantine folders before resending.

Tips

Keep the client email accurate on proposals, client workspaces, and portal access records.
Use one shared support address carefully. If multiple people reply from one inbox, make sure the sender is still authorized for that client or agency thread.
Use the portal for full context. Email replies are convenient, but WorkRate is where the complete timeline, status, and attachments live.