A full mail-to-ticket inbox, inside WordPress. Collect mail from the mailboxes you connected once in PBJ CRM — password IMAP/POP3 or "Sign in with Google/Microsoft". New mail arrives in a triage inbox with one-click Convert to ticket; replies to existing tickets thread themselves on automatically by mail headers and the ticket token in the subject.
Email in, email out. Agent replies go back out through your real mailbox with proper threading, so the conversation looks like a normal email exchange on both ends — because it is one. Every reply carries a portal link and the customer’s own never-expiring sign-up link.
Your agents are your CRM staff. No second staff list: CRM Employees work tickets, CRM Managers also run groups, CRM Owners see and configure everything. One list, one set of roles, nothing to keep in sync.
Every ticket knows whose it is. Tickets belong to a business, a person, or one of your own team, picked out of the CRM book with a typeahead — and inbound mail files itself against the sender automatically, with remembered matches you can correct once and keep.
Spam and mail hygiene, automatic. A "Spam / not work related" button that also blocks the sender (reversibly), automatic filing of old mail at 90 days, spam to trash at 30 — and any email that became a ticket is kept forever, in a permanent Tickets pile.
Status paths that match how you actually work. Every category can define its own ordered path — Billing runs new → verify → refund review → resolved while Tech Support runs a different road. The stepper only offers legal moves.
SLAs with two-level escalation, silent claim, canned replies, to-do checklists on tickets, editable email templates, notification preferences per person.
A client portal. Customers sign in (invite-only — sent when an agent asks, or via the sign-up link in reply footers), see their own tickets only, and reply from the page. Closing a ticket emails them a closed notice.
Manage tickets in bulk. A filterable everything-list with per-user columns, bulk assign / group / category / status / priority / customer, CSV export, and delete with type-the-count confirmation.
Reports with scope built in. Volume, categories, response and resolution averages, SLA compliance, per-agent workload — managers see their groups only, in the SQL, not the browser.
Private by construction. No third-party services, no telemetry. Mailbox secrets encrypted at rest, attachments in a protected directory, row-level visibility on every REST route.
