Forward an email to IntoPaid

You don't need to switch email providers. Keep using Gmail, Outlook, Yahoo, Apple Mail, Telus — whatever you have today. When a customer inquiry lands in your inbox, forward it to your IntoPaid inbound address and a ticket is created automatically.

Find your inbound address

Open Settings → Email intake and look for the Inbound address section. Your address is displayed there with a copy button. Keep it handy — you'll use it every time a new inquiry comes in.

For details on how the address works, extra aliases (one on Basic, two on Grow), or sending from your own domain, see Your inbound address and Custom shop email.

How to create a ticket

You have two options, both from whatever inbox you already use:

Forward the customer's message to the address shown in Email intake. IntoPaid reads the email and creates a ticket.
Reply to the customer and put the inbound address in To, CC, or BCC. IntoPaid picks up the thread and creates a ticket from it.

There's nothing to install or configure on your email provider's side — it's a standard email forward.

You can also skip the forward entirely and create a ticket manually from the app.

When the customer email is missing

Some email providers strip or obscure the original sender's address during a forward. When that happens, IntoPaid still creates the ticket but can't attach a customer email to it.

Set the customer email on the ticket before you send a reply or invoice — replies and invoices are delivered to whatever address is on the ticket.

Open the ticket in your Inbox.
Find the customer email field on the ticket page.
Enter the correct address and save.

Once saved, every reply, invoice, and reminder for that ticket goes to the right person. For more on working inside a ticket, see Work a ticket.

Tips for your first forward

Use a real inquiry. Forward an actual customer message, not a junk "test" email. A real message lets you prove the full loop from inquiry through quote and payment.
Include the body text. Make sure the forwarded message keeps the customer's original request so you have context to work with.
One inquiry per forward. Each forwarded message becomes its own ticket. If a customer asked about two separate orders in one email, forward it once and handle both on that ticket, or create a second ticket from Create a ticket.

What happens after the forward

The message appears as a new unread ticket in your Inbox. From there the workflow is the same as any other ticket: review the request, build a quote, send an invoice, and confirm pickup once the customer pays. For a full walkthrough, see Your first ticket.

If nothing shows up, check Ticket didn't arrive? for troubleshooting steps.

Your inbound address — alias details, plan limits, and how the address is generated
Custom shop email — send and receive from your own domain (Grow plan)
Your first ticket — end-to-end walkthrough of the inquiry-to-payment loop
Work a ticket — quoting, invoicing, and managing a ticket once it exists
Ticket didn't arrive? — troubleshooting when a forwarded email doesn't create a ticket