Keep ticket and message replies moving from the inbox

WorkRate sends email notifications for client tickets and message threads, reply-by-email keeps those inbox replies attached to the right WorkRate conversation, and Email Tickets can turn brand new inbound emails into tickets automatically.

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

Email Tickets: create brand new tickets from inbound email

Reply-by-email (above) is for continuing a conversation that already exists in WorkRate. Email Tickets is a separate, newer feature that does the opposite job: it creates a brand new ticket from an email WorkRate has never seen before — no ticket needs to exist yet, and the person emailing in never has to log in or fill out a form.

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Open Agency Settings → Support Intake → Email Tickets.
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Turn on "Enable Ticket Email Forwarding." WorkRate generates a unique, permanent inbound address, such as ticket-x7f2k@inbound.getworkrate.io.
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Copy the generated address using the copy button next to it.
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Set up forwarding in your own email provider. In Gmail or Google Workspace, this is usually under Settings → Forwarding and POP/IMAP, or a filter rule that forwards/redirects mail. Point mail from your real support address (e.g. support@youragency.com) to the generated WorkRate address.
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From then on, every email sent to your support address becomes a ticket. The subject line becomes the ticket subject, the email body becomes the first message in the thread, and the sender's name and email become the requester — exactly as if they'd typed it into WorkRate directly.
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Matching happens automatically. If the sender's email matches an existing client's contact email on file, the ticket lands in that client's workspace. If it doesn't match anyone, it becomes an unassigned ticket in the agency-wide Agency Tickets queue — you can link it to a client later from the ticket's Client dropdown, or leave it unassigned. See the Tickets guide for more on Agency Tickets and unassigned tickets.

💡 Tip: Turning the toggle off just stops new tickets from being created through that address — the address itself never changes or expires, so if you've already set up forwarding and turn it back on later, nothing breaks.

Reply-by-email vs. Email Tickets — what's the difference?

Both features use email and both work automatically, which makes them easy to mix up. Here's the distinction that matters:

Reply-by-email

Continues a conversation that already exists. Someone replies to a ticket or message notification email, and WorkRate posts that reply into the existing thread.

Email Tickets

Creates a brand new ticket from scratch. Someone emails your support address for the first time — no existing ticket, no notification to reply to — and WorkRate opens a new one.

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.

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Open Settings → White Label in WorkRate.
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Enter the Inbound reply domain, such as inbound.youragency.com.
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Add an MX record at your DNS provider: host/name inbound, value inbound.postmarkapp.com, priority 10.
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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.