NexerIQ can turn incoming email into support tickets automatically. Each help desk inbox gets its own intake email address; anything sent there becomes a ticket, replies from your customers attach to the same ticket, and your agents answer from inside NexerIQ. This guide shows you how to switch the help desk on and set up your inboxes. It's a one-time job — once it's running, your whole email support flow lives in one place.

How it works

When an email arrives at an inbox's intake address, NexerIQ creates a ticket with the sender as the requester, applies the inbox's default team, category, and priority, and sends the customer a friendly acknowledgement with the ticket number. When the customer replies — to the acknowledgement or to an agent's answer — the reply is added to the same ticket instead of starting a new one. Out-of-office and other automatic replies are recognised and ignored, so they never clutter your queue.

Turn on the help desk

1. Go to Settings → Help Desk.
2. On the General tab, tick Enable Help Desk and click Save.

Email intake only creates tickets while the help desk is enabled — mail sent before that is not turned into tickets.

Create an inbox

Inboxes let you route different kinds of support to different teams — for example Support, Billing, and Returns.

1. On Settings → Help Desk, find the Inboxes card and click Add inbox.
2. Give the inbox a Name (what your agents see).
3. Choose a short Slug — lowercase letters, numbers, and hyphens, such as support or billing. The slug becomes part of the inbox's email address.
4. The generated Intake address is shown right in the form with a copy button. It looks like yourorg_yourcompany_support@cms.nexeriq.com.
5. Pick the Default team, Default category, and Default priority that new tickets in this inbox should start with.
6. Click Save.

Mark one inbox as the default — it receives mail sent to the short address without a slug (yourorg_yourcompany@cms.nexeriq.com), and it is the safety net: if a slug is ever renamed or removed, mail to the old address lands in the default inbox rather than being lost.

If no intake address is shown in the form, email intake hasn't been switched on for your organisation yet — ask your NexerIQ administrator to enable it and the address will appear.

Renaming a slug

You can change an inbox's slug at any time, but the intake address changes with it. Anyone still writing to the old address will reach your default inbox instead — nothing is lost, but routing is less precise — so update any forwarding rules when you rename.

Use your own support address

Most businesses keep publishing a friendly address like support@yourcompany.com and simply forward it to the NexerIQ intake address — your customers never see the intake address at all. See Forwarding your support address to NexerIQ (Microsoft 365 and Gmail) for step-by-step forwarding rules. And if you'd like NexerIQ's replies to come from your own domain too, see Sending help desk replies from your own email domain.

What the customer experiences

• They email your support address and receive an acknowledgement with a ticket number, e.g. [#T-2026-42] We received your request.
• Agent replies arrive as normal email; the ticket number stays in the subject.
• They can reply to any message in the conversation — every reply lands on the same ticket.

Tip: to try it out, create one inbox, copy its intake address, and email it from your personal mailbox. Within moments you'll have a ticket in Help Desk → Tickets and an acknowledgement in your inbox. Once you're happy, set up forwarding from your public support address.