Email In | Online Help | Qntrl | Troubleshooting FAQ Email In

Email In

Anyone can now easily add cards to boards by just sending emails using Email In. Email In comes in handy when you are not logged into Qntrl but still want to perform card-related operations. Here, each board will have a unique Email In ID to which you can send emails to create new cards. Replying to these emails will add new comments to the corresponding card.

The email subject line will be considered the card title and the email content will be the description by default. Remaining email components can be mapped with different fields available in the card. The sender can also include attachments to the email to add them to the card. 


Business Cases

  1. Create cards in Qntrl even without logging in to your account
  2. Forward a work email to Qntrl via Email In and create a related card with all the details from the email
  3. Post comments to cards by just replying to emails
  4. Keep track of all details and activities right from cards rather than searching your mail box

Configure Email In 

  1. Click the settings gear icon (⚙) in the left panel.

  2. Navigate to Customization >> select Email In.

  3. Select a board from the list on the left and enable Email In.

  4. Alternatively, to create or view board-specific Email In, navigate to Boards, hover over the required board, click the options menu (⋯), and select Email In from the pop-up.

  5. General Setup

    1. Email In ID: This ID is auto-populated by Qntrl and is uneditable. You can send emails to this ID to create a new card in the board.

    2. Card Requestor: Select a user to be set as the default requestor for every card created in this board via Email In.

    3. Data Mapping: Map email components like date, from address, CC, and attachments with the board's fields here. The mail subject and body are mapped with the title and description fields by default.

      1. Mail Date: Only date fields from the board will be listed in the drop-down.

      2. Mail From and CC Address: Single-line and multi-line board fields will only be listed in the drop-down.

      3. Attachment: Attachment or file fields can only be chosen from the drop-down.            

                  

  1. Advanced Options: 

    1. Scripts: Add server scripts that can parse different inputs from the email and execute when a new card is created using Email In. 

      1. Enable and use AI code assistant from Qntrl AI Hub in Settings to generate scripts based on your request.

        1. Learn how to enable AI code assistant. 

        2. Learn how to use AI code assistant


     

    1. Criteria: Set criteria for card creation. Once a criteria is set, card creation via Email In will take place only when the criteria is met.
  2. Activities : This section serves as an audit log for Email In. You can view the status of cards created and comments posted via Email In for each board.
          

Once the setup is configured and saved, users can start sending emails to the Email In ID to create new cards in the boards.


Create cards using Email In 

To create new card for a specific board,
  1. Enable the board for Email In.
  2. Copy the Email In ID.
  3. Paste the ID in the 'To' address bar of the email platform.
  4. Enter the other details of the email like CC, subject, and body of the email.
  5. Send the email.
A new card will now be created in the board and a log will be added under the Activities section.


Post comments using Email In 

To post comments to cards using Email In, reply to the email sent in the above section. The body of the reply email will be posted as a comment to the card.

Disable Email In

Email In can be disabled for individual boards. Once Email In is disabled for a board, users will no longer to able to create cards or add comments to the board by sending emails to the Email In ID. To disable Email In for a board,
  1. Navigate to settings (⚙) >> Customization >> select Email In.
  2. Select a board name from the list on the left and toggle the button OFF. (or)
  3. Navigate to Boards, hover over a specific board and click, and select Email In from the pop-up. 
  4. Toggle the button OFF beside the respective board. 
  5. Confirm your action.

Use Case: Creating New Cards from Replies to Closed Cards  

By default, when a user replies to an email associated with a card, the reply is added as a comment to the same card — keeping the entire conversation in one place.
However, in some business scenarios, replies to closed cards should start a new request instead of reopening or updating the old card. This behavior can be achieved using Email In server scripts.

 

When to Use This  

This approach is useful when:

  • Replies received after a card is closed should be treated as new requests

  • You want to prevent updates or comments being added to closed cards

  • You need clean separation between historical conversations and new requests

This approach is useful for support, service desk, or maintenance workflows where each new reply after closure should be treated as a new request.

 

How It Works  

This behavior can be implemented using a server script in Email In.
The script checks the stage of the parent card:
  • If the stage is Closed, the incoming reply email is converted into a new card.
  • Otherwise, the reply is added as a comment to the existing card.

 

Behavior Flow 


Implementation  

  1. Navigate to settings (⚙) >> Customization >> select Email In.

  2. Select the required board from the left panel.

  3. Under Advanced Options, in Scripts, click Add Script

  4. Under Create from Scratch, click Create.

  5. Add the script in the editor (refer to sample script) and click Publish.


  1. Click Save to apply the configuration.

Sample Script  

function onMail() {
    let stageName = current.job.getStageName();
    console.log("stage name - " + stageName);

    if (stageName == 'Closed') {
        current.mailMeta.addAsJob();
    } else {
        console.log("No changes required");
        return;
    }
}

NotesReplace 'Closed' with the exact stage name used in your board if it differs.

Benefits  

  • Prevents updates to closed cards

  • Automatically creates new requests for reopened conversations

  • Maintains clean tracking of recurring issues

  • Keeps historical discussions separate from new request


Troubleshooting FAQs

1. Why is a new card not being created from my email?   

  • Ensure Email In is enabled for the board

  • Verify the email is sent to the correct Email In ID

  • Check whether criteria configured in Email In are satisfied

  • Review the Activities section for failure details

 

2. Why is my email reply added as a comment instead of creating a new card?   

By default, replies to existing Email In threads are added as comments to the related card.

To create a new card from replies to closed cards, configure a server script using current.mailMeta.addAsJob().

 

3. Why are replies still getting added to a closed card?   

Ensure the Email In server script:

  • Checks the card stage correctly

  • Uses the exact stage name configured in the board (e.g., Closed)

  • Is added and enabled in the Scripts section of Email In


4. Why are attachments not getting added to the card?   

Verify that:

  • Attachment mapping is configured correctly

  • A file or attachment field is mapped in Data Mapping

  • The email attachment size is within supported limits

 

5. Why are mapped values not appearing in the card fields?   

Check whether:

  • The correct board fields are mapped in Data Mapping

  • The selected field type supports the email component

  • The incoming email contains valid values for the mapped fields

 

6. Why are comments not getting added from email replies?   

  • Ensure the reply is part of the original email thread

  • Verify Email In is still enabled for the board

  • Check whether the email thread was modified externally

 

7. Why is Email In not working after disabling and enabling again?   

Try the following:

  • Refresh the Email In configuration page

  • Verify the Email In ID is active

  • Recheck scripts and criteria configurations

  • Send a fresh test email to validate the setup

 

8. Why are cards not getting created for some emails?   

Possible reasons:

  • Criteria conditions are not met

  • Email format is invalid

  • Required field mappings are missing

  • Scripts are stopping card creation

Check the Activities section for detailed logs.

  

9. Where can I track Email In activities?   

Navigate to the Activities section under Email In configuration to view:

  • Card creation logs

  • Comment posting logs

  • Success and failure status details

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