Create Requests from Email

How incoming emails are automatically converted to requests, how contact matching works, and how to configure your workspace email.

Written by Liam ChenUpdated over a month ago2 min readBeginner

What this guide covers

This guide explains how JobsiteOn automatically creates requests from incoming emails. You will learn how the email-to-request pipeline works, how contacts are matched or created, and how to configure the feature.

How email-to-request works

When a customer emails your workspace email address:

JobsiteOn receives the email and parses its contents.
The email subject becomes the request title.
The email body becomes the request description.
The sender's email is matched to an existing contact.
If no match is found, a new contact is created automatically.
The request appears in the request list with source set to "Email."

Screenshot: A new request in the list showing the email subject as the title, sender as the contact, and "Email" as the source.

Configuring your workspace email

Navigate to /settings > Workspace > General.
Locate the Workspace Email field.
Enter or verify the email address that customers should send requests to.
Click Save.

This is the address that JobsiteOn monitors for incoming requests.

Contact matching

When an email arrives, JobsiteOn checks the sender's address against existing contacts:

Match found -- the request is linked to the existing contact.
No match -- a new contact is created with the sender's name and email from the email headers.

Email attachments

Attachments in the incoming email are saved as files on the request record. Supported formats include images, PDFs, and common document types.

Tip: Share your workspace email address on your website, business cards, and voicemail greeting so customers can easily submit requests via email.

Handling spam

If spam emails create unwanted requests:

Close the request with a note marking it as spam.
Consider adding the sender to your email provider's block list.
JobsiteOn does not currently filter spam -- rely on your email provider's spam filter as the first line of defense.

Note: The email-to-request feature only creates requests. It does not send automatic replies to the customer. Use the request communication tools to respond manually.

Did this answer your question?