AI-powered email support for IT teams
Forward IT support emails to Done0 — the AI reads, understands, and responds automatically. Complex issues become tickets with full context.
Done0 processes incoming IT support emails using the same AI that powers the chat channels. The AI analyzes the email content, searches your knowledge base for solutions, and sends a personalized response. If the issue requires human intervention, a ticket is created automatically with the email thread, classification, and suggested resolution. Employees simply email their IT support address as they always have.
Setup in a Few Steps
Configure Email Forwarding
Set up forwarding rules on your IT support mailbox to route incoming emails to your Done0 inbound address. Works with Exchange, Gmail, or any SMTP provider.
Customize Response Templates
Configure email response templates with your corporate branding, signature, and tone. Set auto-reply rules and working hours behavior.
Define Routing Rules
Set up rules for which emails the AI handles automatically, which create tickets directly, and which require human review before responding.
Test & Go Live
Send test emails to verify AI responses, ticket creation, and routing. Monitor the first batch of real emails before enabling full automation.
Integration Features
AI Email Processing
The AI reads incoming emails, extracts the IT request, searches your knowledge base, and crafts a personalized response automatically.
Automatic Ticket Creation
When AI cannot resolve via email, a ticket is created with the full email thread, AI classification, and priority assessment.
Intelligent Routing
Emails are classified and routed to the correct team based on content analysis — network issues to networking, access requests to identity.
Thread Tracking
Done0 tracks email threads and maintains conversation context across multiple replies for coherent multi-turn support.
Branded Responses
AI responses use your corporate email templates with consistent branding, signatures, and professional formatting.
Multilingual Email Support
Responds in the same language the employee wrote in. German emails get German responses, with English KB articles translated contextually.
Frequently Asked Questions
You forward your IT support mailbox to a Done0 inbound address. Done0 processes each email with AI, searches your knowledge base, and either sends an automated response or creates a ticket. The employee experience is unchanged — they just email IT as they always have.
Yes. Done0 tracks email threads using standard email headers (In-Reply-To, References). Each reply is processed in the context of the full conversation history, enabling coherent multi-turn email support.
Done0 works with any email provider that supports forwarding — Microsoft Exchange, Gmail, Amazon SES, or any SMTP-compatible service. For production, Done0 can also use Azure Communication Services for sending branded responses.
Yes. You configure routing rules based on confidence threshold, request type, and sender attributes. For example, you can auto-respond for high-confidence KB matches and create tickets for everything else. VIP senders can be routed directly to human agents.
Ready to transform your IT support?
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