Incoming email messages are created as cases in the Cases app. The customer receives the case created as an acknowledgment email. You can automatically create a case when a customer emails you for support. You can use email ids or aliases to receive emails from your customers.

How do I Authenticate My Email Address?

Follow these steps to authenticate your email address

  • Log in and access the Cases app from your universal navigation menu bar.
  • Click on the “More” icon and select “Settings” located at the app header bar.
Cases app
  • Click on Email → “Email to Case” from the left navigation panel.
Email To Case
  • This feature is available starting from the Premium plan of Apptivo.
  • Click on the “Add” button to add an email address.
  • Fill in the following details:
    • Receiving Email Account – Your Email address for authentication.
    • Password – Enter the password of your email address.
    • “Addressed To” Email Account – Either you can choose the same account or can redirect to the email list.
    • IMAP Host Name – Host name of your email address. For example: if you have a Gmail account then the host name is “”.
    • Port – Port number of the domain. For example, the port number for Gmail is 993.
    • Assigned To – Select an Employee to whom it should be assigned automatically.
    • From Email Id – When composing a message you can set this authenticated email address. If you want to use this email id when composing, click on the “Off” button to enable “On”.
    • Add to CC – Add the authenticated email id to the CC list, if it is not selected as from address.
IMAP Support
  • Click on the “Authenticate” button to authenticate your email address.

For Example: A contact named “Parker Ehlers” composes an email from “” and sends it to the authenticated email address “”. His email will be converted as a case in the Cases app. You can view the email case in “My Cases” as shown in the image below:

my cases cases overview

Similarly, “Parker Ehlers” also created a contact in Contacts App with that email address. You can view “Parker Ehlers” in the Contacts App. Parker Ehlers will receive an acknowledgment mail from Cases App.