This product update is for the hosted customers only, not the on-premise ones.
As you probably already know, we provide a built-in email address for every client. For example, if your helpdesk name is "company.jitbit.com" you also get the "firstname.lastname@example.org" email address out of the box. Any email sent to this address instantly creates a ticket or adds a reply to an existing ticket.
One way to use it is to set up a forwarding rule to the built-in address from your mailbox (for example, from "email@example.com" to "firstname.lastname@example.org"). Another way is to simply give out the built-in address to your customers. They can send their requests and issues directly to "email@example.com". Either one of those options would work fine, but we thought that we could improve on it in two ways.
First - the problem with the solution above is that it's not very flexible - every ticket is created in the default category. Most of Jitbit customers use the helpdesk app for multiple types of issues, so that multiple departments - tech support, sales, marketing etc. - work in a single app. That's where "categories" come in.
Starting today, each category in your Jitbit app has its own built-in email address. You can check it out if you go to any category settings in the admin panel. It looks like this:
An email sent to firstname.lastname@example.org, where "123" is the category ID, will create a ticket in that particular category. You can put any word you want in front of the number as long as it's a valid email address, like "email@example.com" or "firstname.lastname@example.org".
The second improvement, which is actually a side-effect of the previous one, is that your default address "email@example.com" can now have anything you want in fornt of the @-sign, instead of the default "support", as long as it doesn't end in numbers. So, "firstname.lastname@example.org" would also work just fine.
As always, let us know what you think.
Max Al Farakh
Max is a co-founder/CTO of Jitbit with tons of experience in customer service. Holds a degree in computer science and writes code since 8 y.o.