Intake via Email

Email intake gives each project a unique email address. When someone sends an email to that address, SetGet automatically converts it into an intake submission. This is ideal for support teams, customer-facing teams, and organizations where email remains the primary communication channel for external stakeholders.

How it works

1. Enable email intake on a project.
2. SetGet generates a unique email address for the project.
3. Share the address with submitters.
4. Incoming emails are parsed and converted to intake submissions.
5. Submissions appear in the project's intake queue for review.

Email address format

Each project gets an address in this format:

{project-identifier}@intake.setget.io

For example, if your project identifier is WEB, the intake email is:

WEB@intake.setget.io

TIP

Add the intake email address to your support system's forwarding rules so that customer emails automatically create intake submissions.

Enabling email intake

1. Open the project.
2. Go to Project Settings > Intake > Email.
3. Toggle Enable Email Intake on.
4. The unique email address is displayed. Copy it.
5. Configure auto-reply and field mapping options (see below).
6. Click Save.

Email-to-submission mapping

SetGet parses incoming emails and maps fields:

Email field	Intake submission field	Notes
Subject	Title	Direct mapping
Body (plain text or HTML)	Description	HTML is converted to the editor format
From address	Submitter email	Used for customer matching and notifications
From name	Submitter name	Extracted from the email header
Attachments	Attachments	Re-uploaded to SetGet storage
CC addresses	Watchers (optional)	Configurable

Email body processing

Content type	Handling
Plain text	Used as the description directly
HTML	Converted to SetGet editor format (headings, links, lists, bold, italic preserved)
Inline images	Extracted and uploaded as attachments
Email signatures	Optionally stripped (configurable)
Quoted replies	Optionally stripped to keep only the latest message

Auto-reply configuration

Configure an automatic reply sent to the submitter when their email is received:

Setting	Description	Default
Enable auto-reply	Send a confirmation email to the sender	On
Reply subject	Subject line of the auto-reply	"Re: {original subject}"
Reply body	Body of the auto-reply	"Thank you for your submission. Our team will review it shortly."
Include submission ID	Add the intake submission ID to the reply	On

Customize the auto-reply body with variables:

Variable	Replaced with
{submitter_name}	The sender's name
{submission_title}	The email subject
{submission_id}	The unique submission ID
{project_name}	The project name

Example auto-reply body:

Hi {submitter_name},

We received your request: "{submission_title}" (ID: {submission_id}).

Our team will review it and get back to you. You can reply to this email to add more information.

Thanks,
The {project_name} Team

Thread tracking

When a submitter replies to the auto-reply (or to any subsequent email in the thread), SetGet associates the reply with the original intake submission. Replies appear as comments on the submission.

This enables a back-and-forth conversation between the reviewer and the submitter entirely through email, without the submitter needing a SetGet account.

Spam and filtering

Protection	Description
SPF/DKIM verification	Emails failing SPF or DKIM checks are rejected
Rate limiting	Maximum 100 emails per hour per project address
Size limit	Emails larger than 25 MB (including attachments) are rejected
Blocked senders	Manually block specific email addresses
Allowed domains	Optionally restrict submissions to specific email domains

Configure spam settings in Project Settings > Intake > Email > Filtering.

WARNING

If you restrict to specific domains, emails from outside those domains are silently dropped. Use this feature carefully to avoid missing legitimate submissions.

Managing email submissions

Email submissions appear in the intake queue with the source marked as "Email". Reviewers handle them identically to in-app and form submissions:

• View the parsed email content.
• Comment (the submitter receives the comment as an email reply).
• Accept (creates a work item).
• Decline (the submitter is notified via email).

Advanced settings

Setting	Description	Default
Strip signatures	Remove email signatures from the description	On
Strip quoted replies	Remove previous messages in a thread	On
CC as watchers	Add CC'd addresses as submission watchers	Off
Default priority	Priority assigned to email submissions	None
Auto-assign	Automatically assign a reviewer	None

Forwarding from existing support tools

If you use a support tool (Zendesk, Freshdesk, Intercom, etc.), set up email forwarding to route specific ticket types to the SetGet intake address:

1. In your support tool, create a trigger or rule.
2. Set the condition (e.g., ticket category = "Feature Request" or "Bug Report").
3. Set the action to forward the email to the project's intake address.
4. The forwarded email becomes an intake submission in SetGet.

This lets you keep your support tool for customer communication while routing actionable requests to SetGet for engineering triage.

TIP

When forwarding from support tools, add a tag or prefix to the subject line (e.g., "[Support]") so reviewers can identify the source at a glance.

Email intake vs. other channels

Aspect	Email	In-app	Forms
Requires SetGet account	No	Yes	No
Structured fields	No (free-form email)	Yes	Yes (custom fields)
File attachments	Yes	Yes	Yes
Back-and-forth conversation	Yes (email thread)	Yes (comments)	Limited
Best for	Support teams, external stakeholders	Internal teams	Public feedback

Troubleshooting

Problem	Cause	Solution
Emails not arriving	DNS or forwarding misconfigured	Verify MX records and forwarding rules
Attachments missing	File too large	Check the 25 MB limit
Auto-reply not sent	Auto-reply disabled	Enable in settings
HTML formatting lost	Complex HTML not supported	Simplified during conversion
Spam getting through	No domain restriction	Configure allowed domains
Thread replies not associating	Subject line changed	Replies must keep the original subject line

Related pages

• Intake overview
• In-app intake
• Intake forms
• Customers