Email Channels & Setup

A channel address is the email address customers' messages arrive at. You create one in DevStride, then forward your real support inbox (for example support@yourcompany.com) to it. From then on, every email becomes a ticket — and every reply you send goes back to the customer over email.

Creating a channel address

1. Open Settings → Service Desk → Channel Addresses.
2. Click + Channel.
3. Fill in the New channel address dialog (fields below) and save.

The fields

Editing an address

Click the pencil icon on a row to change its defaults. You can change the location, work type, form, or notification targets at any time.

The address itself is fixed once created — it can't be renamed, because mail is already routed to it. Changes to the defaults apply to future tickets only; tickets already created keep the values they were filed with.

How email is matched to a conversation

You don't have to manage threading — DevStride figures out whether an incoming email is a brand-new request or a reply to an existing ticket, and routes it accordingly:

• A new message creates a new ticket. The email's subject becomes the ticket title, the body becomes the ticket's Customer description, the sender becomes (or is matched to) a requester, and your Notify on new ticket defaults are applied.
• A reply is added to the same ticket as a new comment, keeping the whole conversation in one place. DevStride recognizes replies from the email's threading information, so a customer simply replying in their mail client lands on the right ticket.

When you send a Reply to customer from a ticket, DevStride emails it to the requester and threads it so their next reply comes back to the same ticket. Quoted "On such-and-such date you wrote…" trails are stripped automatically, so each comment shows only the new message — not a growing pile of quoted history. (See Working a Ticket.)

Removing a channel address

Click the x icon on a row and confirm in the dialog:

Remove ? Inbound email to this address will stop creating tickets. Existing tickets are unaffected.

Removing an address does exactly that and no more:

• New mail to that address stops becoming tickets. Routing for the address is shut off immediately.
• Existing tickets, conversations, and requesters are untouched. Nothing already created is deleted or changed.
• Late-arriving mail is safely dropped. If a message trickles in to a just-removed address, DevStride discards it cleanly — it won't create a stray ticket or a phantom requester.

Where a ticket actually lands: location overrides

The Default location on the channel address is the baseline destination. One thing can override it: a company default location.

If the requester belongs to a Company that has its own default location set, new tickets from that company are filed there instead — handy when you want each customer's requests grouped under their own workstream. The address's default work type is always used either way; a company override only changes the where, not the what.

If a company's override points at a workstream or item that has since been archived or deleted, DevStride quietly falls back to the channel address's default location, so a request is never lost.