Email integration settings

To access these settings, go to Settings > Snap-ins > Email Integration > Configure.

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. To add an address, open the email snap-in configuration and enter the address under Additional support emails, then select whether it should create tickets or conversations.

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

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

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. To configure this, go to Settings > Snap-ins > Email Integration > Configure, select the part, and map it to the appropriate email connection.

Personalization settings

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

• Organization-wide email signature: Applied to all emails sent from DevRev as a fallback. Agent signatures take precedence—if an agent has configured a personal signature, the org-wide signature is not applied to their emails.

• Create accounts for new domains: When enabled, DevRev automatically creates customer accounts and contacts for senders whose email domain is not already recognized in your workspace. Disable this setting to prevent automated senders or unknown domains from generating new records for each message. For guidance on when to disable this setting to avoid email loops, see Email integration setup.

• Allow automations to send emails: Required if workflows or bots are configured to send emails. If you are investigating an email loop, disabling this setting is the recommended first step to stop automated sending while you diagnose the issue. See Email integration setup for more detail.

Auto-reply

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 advanced auto-reply configuration, refer to the Auto-reply snap-in documentation. For information on how auto-reply interacts with customer email notifications, see Customer email notifications.

Additional options for custom email behaviors

• Capture customer details from forwarded emails: Useful if a teammate forwards a customer email into the support inbox. When enabled, DevRev extracts the original sender's details from the forwarded message and associates the ticket with that customer rather than the forwarding agent.

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

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

• Lock the "To" field: When enabled, the To field in the email composer is locked and agents cannot edit it. This ensures replies always go to the original recipient and prevents accidental redirection.

• 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 update emails to customers. By default, notifications are sent from notifications@devrev.ai. Enabling this setting overrides that default and uses your organization's primary support address instead. For more on notification email configuration, see Customer email notifications.

• CSAT survey sender: The email address used to send customer satisfaction surveys. If not set, surveys are sent from the default notification address. For details on how this interacts with CSAT configuration, see Customer email notifications.

• Organization logo URL: A publicly accessible URL to your organization's logo. The logo appears in notification emails sent to customers. Use a direct image URL in a standard web format (PNG or JPEG recommended).

Personalized preferences

Each agent can configure their own signature and file-sharing preferences from their personal profile settings, independent of the organization-wide snap-in configuration.

• Signature: Added to all personal emails sent by the agent via DevRev. This takes precedence over the organization-wide email signature.

• Share files as links: When enabled, file attachments are sent as secure links rather than inline attachments. Enable this setting if recipients report delivery issues with attachments, or if your organization's email policy requires it.