Turn customer emails into Helpdesk tickets your agent drafts replies for.
Overview
With the Email channel, emails your customers send to your support address become tickets in Zetra's Helpdesk inbox. The agent drafts a reply for each one, grounded in your data sources, and your team reviews, edits and sends it. Replies go back to the customer by email and are kept on the ticket, so the whole thread lives in one place.
What you can do
Answer routine support emails in minutes: the draft is ready the moment the email arrives, in your brand's voice.
Receiving email is being rolled out
Zetra receives email through its own inbound mail service. Until it's switched on for your workspace, contact us and we'll connect your support address. Everything else on this page (the Helpdesk, AI drafts and email replies) works today, including for tickets created by escalations.
Before you start
- A Zetra account with an agent. If you haven't built one yet, create a free account and follow the Quick start.
- A support address you control, such as [email protected], where you can set up forwarding.
How it works
- Receiving: mail sent to your support address is forwarded to your agent's Zetra inbound address and becomes a ticket (replies to the same thread are added to the existing ticket).
- Drafting: with AI draft replies on, the agent writes a draft from your data sources the moment the ticket is created.
- Replying: your team reviews the draft in the Helpdesk inbox and sends it. The customer receives it by email.
How to set up Email
Turn on the Helpdesk
Go to your Zetra dashboard, open your agent and click Settings → Helpdesk. In the Email section, click Enable Helpdesk.
Turn on AI draft replies
In the same Helpdesk settings, open AI draft replies and switch it on. From now on every new ticket gets a draft, grounded in your data sources.
Set up your team
Under Members, Teams & assignment, Scheduling and Ticket statuses, decide who handles tickets, when, and how they're tracked.
Forward your support address
In your email provider (Google Workspace, Microsoft 365, Zoho Mail, cPanel and so on), forward your support address to your agent's inbound address. You'll find it, with a Copy button, in your agent's Settings → Email (it looks like agent-<id>@<domain>). Keep a copy in your own mailbox if you like. See the note above while receiving is being rolled out.
Check it works
Send an email to your support address from a personal account. A ticket appears in the Helpdesk inbox with an AI draft ready. Send the reply and check it arrives in your personal inbox.
Settings
| Setting | What it does |
|---|---|
| AI draft replies | Drafts a reply for every new ticket. Your team always sends it; nothing goes out without a person clicking send. |
| Teams & assignment | Routes new tickets to a team and assigns them to people automatically. |
| Scheduling | Sets your support hours, so tickets are handled when your team is working. |
| Ticket statuses | Tracks each ticket as Open, Pending, Resolved or Closed. |
| Helpdesk display name | The name customers see on your replies: your agent's name automatically, or a custom name such as "Acme Support" (in the Helpdesk Email section). |
Common uses
- Customer support: answer common questions and FAQs quickly.
- Order and delivery questions: combine with Shopify so drafts include real order status.
- Internal help desk: answer HR or IT questions from your policies.
Tip
Start with one kind of email, such as FAQs or order status, check the drafts for a week, then widen the agent's data sources and instructions.
Limitations
- Replies are sent by a person. The agent drafts; it doesn't send emails on its own.
- Receiving needs forwarding from your support address, and is being rolled out (see above).