Signature

You can add a signature in plain text or HTML for richer formatting.

• For inserting an image: <img src="image link" />

• For inserting a link: <a href="link_address">link title</a>

Signature example

<table
  style="font-family: Arial, Helvetica, sans-serif; font-size: 12px; border: solid; border-width: 1px; border-color: gray"
>
  <tr>
    <td style="padding-right: 20px">
      <img
        src="https://example.com/your-logo.png"
        alt="Company Logo"
        width="30"
      />
    </td>
    <td style="padding-right: 20px">Your Company</td>
    <td style="padding-right: 20px">
      <a href="https://example.com">Support chat</a>
    </td>
    <td style="padding-right: 20px">
      <a href="mailto:support@example.com">support@example.com</a>
    </td>
  </tr>
</table>

Result:

Additional support emails

You can add more addresses to handle support requests.

• Tickets: Emails sent to these addresses are treated as new support tickets.

• Conversations: Emails sent to these addresses trigger conversations instead of tickets.

💡 Tip: Use sales@yourcompany.com for general inquiries and help@yourcompany.com for support.

Default part and owner

Select the default part of your product to categorize incoming tickets. Assign a default owner (for example, a support lead or queue manager) for incoming tickets. If no default owner is set, newly created tickets remain unassigned until a user or automation claims them.

Dedicated connection per part

If your organization uses multiple support email addresses mapped to different parts of your product, you can set up a dedicated email connection for each part. This ensures that replies to tickets in a given part are sent from the corresponding support address rather than the primary address. Configure each connection in the email snap-in settings and map it to the appropriate part.

Personalization settings

• Use the name of the logged-in user as sender: If enabled, replies are sent with the agent's name. Otherwise, a generic address is used.

• Organization-wide email signature: Applied to all emails sent from DevRev. This does not override personalized agent signatures.

• Create accounts for new domains: Auto-creates customer accounts if the email is from a new domain such as Gmail or Yahoo. This setting is disabled by default.

• Allow automations to send emails: Required if workflows or bots are configured to send emails. Keep it enabled unless you specifically intend to disable automated sending.

Auto-reply and threading

You can configure DevRev to send automatic responses when new emails are received:

• Auto-reply message: Acknowledges new requests and can provide links or resources.

• Send auto-reply message to: Restricts recipients—for example, only customers.

You can include links to help docs, response times, or agent flows in the message body. For more advanced auto-reply configuration, refer to the dedicated auto-reply snap-in article in your DevRev support portal.

Additional options for custom email behaviors

• Capture customer details from forwarded emails: Useful if a teammate forwards a customer email into the support inbox.

• Include email history by default: Preserves up to 250 KB of context in replies.

• Add object ID reference in email composer: If enabled, adds the ticket ID link in the body of the email when replying to customers.

• Set the "To" field: If enabled, agents cannot edit the To field in the email composer.

• Restrict recipient removal to original reporters: When enabled, only original reporters can remove recipients on the ticket from email replies. Others can add recipients but not remove them.

• Notification sender email address: Defines which address sends status updates. Defaults to the primary support address. For more on notification email configuration, see Customer email notifications.

• CSAT survey sender: Email address used to send customer satisfaction surveys.

• Organization logo URL: Public link to a logo used in notification emails.

💡 Tip: To prevent auto-assignment of forwarded emails to the forwarding agent, disable the Assign to first responder setting. Use a workflow to route forwarded tickets to the correct owner based on the original sender or other criteria.

Personalized preferences

Each agent can optionally enable their own signature and file-sharing settings:

• Signature: Added to all personal emails sent via DevRev.

• Share files as links: Ensures deliverability of attachments through secure links.