Turn support emails into tasks — a helpdesk inside your project manager
Vi gives software teams a built-in helpdesk. An inbound email becomes a ticket, your team replies without leaving Vi, replies thread back to the customer, and every ticket runs through the same workflow, SLA, and reports as the rest of your work.
Support shouldn't live in a second tool
Most teams run engineering in one system and support in another — a separate inbox or helpdesk that no one on the product side ever opens. Customer requests get copied by hand into tickets, context is lost between tools, and nobody can see whether a bug reported by email is actually being worked on. Vi closes that gap: a support request becomes a real task in the same board, with the same workflow, owners, and SLA as everything else your team ships.
How Email-to-Task works
A customer emails your organization's Vi address — no plugin or forwarding rules to configure.
Vi creates a ticket automatically when the sender is a known member; unknown senders wait safely in a triage queue for a human to convert or reject.
The ticket is a task: it enters your workflow, gets assigned to the right role, and starts its SLA clock like any other work.
An agent replies straight from Vi. The reply is emailed to the customer from the ticket's own address, so the whole conversation stays connected.
The customer's reply threads back onto the same ticket as a comment, with earlier quoted history trimmed automatically so it stays readable.
When the ticket closes, Vi emails a one-click CSAT survey and rolls the score into your support reports.
One helpdesk, built into your workflow
Two-way Email-to-Task
Inbound email becomes a ticket, and your team replies to the customer from inside Vi — with automatic threading and quote-trimming that keep the conversation clean.
Unified Triage Inbox
Email requests and client-portal submissions land in one review queue, with a real-time pending badge. Convert them into tasks or reject them without leaving the page.
Client Portal intake
Public per-project intake forms for anonymous or signed-in requesters — rate-limited and spam-guarded — that turn into structured tickets ready for triage.
CSAT satisfaction surveys
A one-click survey is emailed automatically when an email ticket closes. The CSAT report shows response rate, average score, star distribution, and a per-agent breakdown.
Canned Responses
Reusable reply snippets with {{customer}}, {{agent}}, and {{task}} variables that fill in on insert — so common answers stay fast and consistent. Available from the Pro plan.
A ticket is just a task
Support tickets use the same workflow, approvals, SLA, assignment, labels, and reports as engineering work — no separate silo, no data to reconcile between tools.
Why it matters
One tool for building and support
Stop copying requests between a helpdesk and a tracker. The bug a customer reported and the task a developer fixes are the same record.
Real SLAs and accountability
Tickets carry an SLA clock and an owner from the moment they arrive, so first-response and resolution targets are measured, not hoped for.
Measure satisfaction, not just volume
CSAT ties every closed ticket back to the agent who handled it, turning support into something you can actually see and improve.
Your team stays in context
Agents reply, triage, and close from the same place they manage projects — no second login, no tab-switching tax.
What's included, and on which plan
Email-to-Task with two-way ticket email, the unified triage inbox, the client portal, and CSAT surveys are part of the Business plan. Canned responses are available from the Pro plan, since polished, consistent replies help well beyond support. Email delivery works out of the box on your Vi subdomain — there's no external helpdesk or mail service to buy and wire up.
Frequently asked
What is Email-to-Task?
Email-to-Task turns an inbound email sent to your organization's Vi address into a ticket — a real task on your board. Your team can reply to the customer from inside Vi, and those replies are emailed back with the full conversation threaded onto the same ticket.
Does every email become a task automatically?
Email from a known member of your organization creates a ticket automatically. Email from an unknown sender waits in a triage queue, where an admin can convert it into a task or reject it — so strangers can't silently fill your board.
Can my team reply to customers from inside Vi?
Yes. An agent writes a reply on the ticket and sends it as a customer response. Vi emails it from the ticket's dedicated address, and the customer's answer threads back onto the same ticket as a comment, with earlier quotes trimmed automatically.
Is a support ticket different from a regular task?
No — that's the point. A ticket is a task. It uses the same workflow, approval steps, SLA, assignment, labels, and reports as the rest of your work, so support and engineering share one source of truth.
What is CSAT and when is it sent?
CSAT is a customer-satisfaction survey. When an email ticket is closed, Vi automatically emails the customer a lightweight one-click rating with an optional comment. Results roll up into a CSAT report with response rate, average score, star distribution, and a per-agent breakdown.
Do I need an external helpdesk or email service?
No. Vi handles inbound and outbound email on your subdomain through its built-in mail delivery with DKIM signing. There's no separate helpdesk product, shared-inbox tool, or SMTP relay to purchase and configure.
Which plan includes the helpdesk features?
Email-to-Task, two-way ticket email, the unified triage inbox, the client portal, and CSAT are part of the Business plan. Canned responses are available from the Pro plan.
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