Mill™From an email
Connect your support address. Create tickets automatically from new emails, or review incoming messages before turning them into work.
Mill Tickets
Every request.
A clear next step.
A complete place for email support. Turn requests into organised work, answer with AI assistance and give every customer a clear next step.
Included in every plan · 14-day trial · No credit card
One place to keep follow-ups moving.View full screen
Three ways in. One place to work.
Support doesn’t stop
when the chat ends.
A billing question, an account change, a request that needs another team. Bring the next step into a dedicated ticket workspace.
From a live chat
Turn a conversation into a follow-up ticket. Keep the original chat linked, with a clear reference for the work still to do.
From your team
Create a ticket for a customer yourself. Add the subject and a private description, then choose whether to send a confirmation.
From request to resolution
A simple rhythm for better follow-through.
01
Capture
A new request becomes a numbered ticket.
02
Organise
Choose an owner, priority, tags and a due date.
03
Collaborate
Reply to the customer and leave private notes for your team.
04
Resolve
Mark the work resolved and keep its conversation together.
The conversation stays connected
Less searching.
More understanding.
Read the customer’s request, see who owns it and work through the answer in the same place. Public replies and private notes keep customers informed and colleagues aligned.
- A unique ticket number makes every request easy to reference.
- Email replies join the right thread instead of starting from scratch.
- Assignments and internal notes make handovers easier.
The customer’s request. Your team’s context.Enlarge
Automation, on your terms
Your team decides what becomes a ticket.
Choose how each support address handles new mail. Existing ticket replies stay connected whichever mode you use.
A little triage.
A more focused queue.
Keep automatic creation off and review new messages in Incoming emails. An operator can create a ticket or dismiss a message that doesn’t need follow-up.
Operators stay in control
Make the routine
part automatic.
Enable ticket creation for new emails, choose whether customers receive a confirmation and set a resolution target for new requests.
Targets use calendar hours, including weekends.
The details that keep work moving
Built for the next action.
Practical controls for a busy support team, without turning every request into a complicated process.
Clear ownership
Assign requests to an operator and transfer them when another teammate is better placed to help.
Visible priorities
Use low, normal, high or urgent priority alongside open, waiting, resolved and closed statuses.
Resolution targets
Set due dates and filter overdue active tickets to find the requests that need attention.
Useful organisation
Add tags and search by ticket number, customer, subject or tag. Save a personal view on your current device.
Private collaboration
Keep internal notes separate from customer replies. Use saved replies and attachments when answering.
Optional confirmations
Let customers know a ticket was created, with a reference number they can use in their reply.
Connect your support address
Your email.
Your brand.
Now in Mill.
Keep your existing mailbox. A guided setup takes you through address verification, sending DNS records and forwarding checks.
Set up your workspace →Choose and verify your address
Confirm that you have access to the support email you want to connect.
Add and check DNS records
Copy the sending records to your domain provider. Mill checks them before you continue.
Forward and test incoming mail
Set up forwarding from your current mailbox and test that messages arrive in Mill.
Choose how your team works
Activate the connection, then choose automatic tickets or an incoming queue for review.
Recognisably yours
Your support.
Your signature.
Customers should recognise the team helping them. Set your logo, accent colour, background and footer. Choose a ticket prefix and starting number that suit your business.
Try a colour in the email preview. Set your own in Mill.
A discreet “Delivered by Mill” credit is included by default. Remove it on Business and Scale, with the same branding control as your chat widget.
Compare plansTo: Alex MorganRe: [Request #WIL-1042] Delivery update
willowhome & living
Delivered by Mill
REQUEST #WIL-1042
Reply to this email to continue your request.Hi Alex,
Your oak dining table is booked for delivery on Friday. The delivery team will call you 30 minutes before they arrive.
Just reply here if you need anything else.
Best,
Sam · Willow Support
Delivered by Mill
AI Reply AssistDraft for review
How do I care for the oak finish?
Use a soft, slightly damp cloth for everyday cleaning. Avoid harsh cleaners and wipe up spills promptly.
For the full care routine, see our furniture care guide.
▤ Knowledge Base · Furniture care
Review. Adjust. Send in your own voice.
Your knowledge, put to work
The right information.
A better first draft.
Bring Reply Assist into your ticket workflow. Use the customer’s conversation and your company’s knowledge base to prepare a useful answer, then review it before sending.
- Keep each company’s knowledge in its own workspace
- Edit the draft before it reaches your customer
- Use your plan’s shared Reply Assist allowance
Support travels with you
Your whole ticket queue.
Even away from your desk.
Browse requests across your companies on iPhone and Android. See unread counts, open the right ticket from a notification and keep the next step moving.
Get the Mill appsMill Tickets 2
All companies
WILLOW · #WIL-1042 Unread
Delivery update
Could we make that Friday morning?
STUDIO FORM · #SF-308 Unread
Appointment confirmation
Thank you — 10am works for me.
What is an email ticketing system?
An email ticketing system turns customer requests into trackable work. Mill gives each ticket a number, an owner, a status and a conversation history, so your team can follow a request through to resolution.
Can I turn a live chat into a ticket?
Yes. Create a ticket from a chat when a question needs follow-up. The original chat is retained and linked to the ticket, so your team can return to the source conversation.
Can operators create tickets themselves?
Yes. Choose a connected support address, enter the customer’s email and subject, and add a private description. You can optionally send the customer a confirmation that includes the ticket number.
Do all incoming emails become tickets?
You choose for each connected support address. Turn automatic creation on, or leave new messages in Incoming emails for an operator to review and convert. Replies to existing tickets continue to join their threads.
How do customer replies find the right ticket?
Mill uses email threading and a ticket-specific reply address to match replies to the existing conversation. A ticket number in the subject gives your team and customer a clear reference.
Can I keep my current support mailbox?
Yes. Verify your support address, add the sending DNS records and forward incoming support mail to Mill. The guided setup checks the address, DNS and forwarding before activation. You can keep copies in your existing mailbox.
Are email tickets included in every plan?
Yes. Tickets are included in Starter, Professional, Business and Scale. Choose your plan based on operators, brands and AI allowances. There is no separate ticketing add-on.
How do resolution targets work?
Set a target for new tickets in calendar hours, including weekends, or set an individual due date. Use the overdue filter to find active requests that need attention.
Included in every Mill plan
Live conversations.
Lasting follow-through.
Give your team live chat and email tickets in one workspace.
14 days to explore Mill. No credit card required.