Support email and ticket replies

What this feature does

Support tickets preserve an application conversation, while ordinary email-client replies appear in that conversation only when inbound email is integrated with the admin system.

This guide describes the behavior implemented by Mallello, the people allowed to use it, and the operational checks that keep it dependable.

Detailed workflow

1. A customer or vendor submits a support ticket or emails the staffed support mailbox.
2. The admin console displays messages created through the application and any inbound messages delivered by a configured webhook integration.
3. An administrator can send a reply from the console through the support sender.
4. The recipient can reply in an email client.
5. To sync that reply back, the receiving provider must forward the inbound message to Mallello with stable thread identifiers.

Rules and permissions

• Using Mailbux for MX-based inbox hosting does not automatically send replies to the Resend webhook.
• Without inbound integration, staff should treat the email client as the authoritative reply interface or copy relevant responses into the ticket.
• Ticket access is restricted to its requester, assigned vendor context, and administrators.
• Attachments require separate validation and storage policy.

Failure handling and edge cases

• A reply sent successfully but missing from the thread usually indicates absent inbound routing, not outbound failure.
• Thread matching by subject alone is unsafe; use signed tokens or provider message headers.
• Auto-replies and loops must be detected.