What is email to ticket automation?
Email to ticket automation uses AI to read inbound email, extract the work, and prepare a properly formatted ticket — title, summary, priority, owner, linked sources — for human approval before creation. HEIDI Workspace is designed to create tickets via connectors when permissions and setup allow.
Capabilities
What you can do with Process Designer
Well-formed tickets
Title, summary, priority, owner — every time.
Linked sources
Original email and relevant docs attached.
Routing rules
Designed to assign to the right team/queue.
Approval before creation
Sensitive tickets wait for human sign-off.
Use cases
Where teams apply Process Designer
Real workflows that benefit from visual design, automation, and governance.
Customer reports a defect
HEIDI prepares the bug ticket with reproduction notes from the thread.
Customer requests a feature change
HEIDI prepares the request ticket linked to the product area.
Vendor reports an issue
HEIDI prepares the procurement ticket with vendor context.
Customer asks for setup help
HEIDI prepares the support ticket with relevant documentation.
Internal stakeholder requests a process update
HEIDI prepares the ops ticket with policy references.
How it works
From chaos to clarity in 4 steps
Read the inbound email
Detect ticket-worthy work.
Extract the structure
Title, summary, priority, owner.
Link sources
Original email, attached docs, related context.
Route for approval
Human reviewer approves before creation.
Create in the ticket system
Via connector, depending on permissions and setup.