Flowyer Ticketing: Professional Client Management from the Central Email Inbox
7
minute
21/07/2026
Zoltán Kéri
A client sends an email to the office's central address regarding a new assignment. The email arrives in the info@, iroda@, or office@ inbox, but at first glance, it's not clear who will handle it, if any action has been taken, or if it is still awaiting a response.
Multiple colleagues may have access to the shared inbox, making it easy for everyone to assume someone else has already read or responded to the inquiry. In other cases, two people might start working on the same email, while another client's message goes unnoticed.
The new Ticketing module from Flowyer simplifies this process, making it more transparent and professional. Inquiries arriving at the central email address are automatically transformed into trackable, assignable customer service tickets.
Why is this important for a law firm?
The info@, iroda@, office@, or other central email address is often the first point of contact for a law firm. New client inquiries, document submissions, appointment requests, questions related to ongoing cases, or callback requests may arrive here.
A traditional shared inbox primarily displays emails, not workflows. Just because a message appears as read doesn't reveal who is handling it, when a response is expected, if internal consultation is needed, or if the inquiry can be closed.
The question often arises: “Has anyone responded to this client?” A central inbox alone does not always provide a clear answer.
An unanswered or lost client inquiry at a law firm is not merely an organizational inconvenience. It can affect the firm's reputation, the client's trust, and in certain situations, raise professional and liability issues.
The Ticketing module helps ensure that the central email address is not just a shared mailbox but an organized and trackable client management channel.
How does it work?
The Ticketing module connects to the firm's existing central email inbox. It can be used with Microsoft 365, Gmail, or other mailboxes supporting IMAP connection, so there is no need to introduce a new email address.
Clients continue to write to the firm's usual address, such as info@, iroda@, or office@. For them, the mode of communication does not change.
When a new email arrives, a ticket with a unique identifier is automatically created, for example, FLW-000123. Messages related to the same inquiry are automatically organized into a conversation, allowing the entire email history to be tracked in one place.
After sending the email, the client can receive an automatic confirmation that the firm has received their inquiry. The message may include the ticket identifier, and its text can be tailored to the firm's own communication, even in multiple languages.
The colleague can respond directly from Flowyer. The message is sent from the firm's own central mailbox, so the client continues to see the firm's usual email address, not an external system address.
Main Advantages
1. Each inquiry becomes a separate, trackable case
The email arriving in the central inbox automatically receives a unique identifier. Thus, the inquiry is not just another email in the mailbox but an independently trackable client relationship process.
2. The client receives immediate feedback
The system can send an automatic confirmation email that the firm has received the message. This conveys organized, professional operation from the first moment of contact.
The confirmation text can be customized and provided in multiple languages. The client thus knows exactly that their inquiry has been received and has a reference identifier as well.
3. It is clear who is handling the inquiry
The ticket can be assigned to a responsible person, so it is not uncertain which colleague is handling the client's request. This reduces the risk of the email remaining unassigned or multiple people starting to work on it simultaneously.
4. It is always visible who has the next task
The ticket status indicates whether the inquiry is new, opened, awaiting client response, or closed. It can be determined at a glance whether the firm needs to take action or if the process is currently awaiting the client's response.
If the client sends a new message to a closed conversation, the ticket automatically reopens.
5. The response comes from the firm's own address
Colleagues can prepare the response in Flowyer, but the client still sees the firm's central email address as the sender. This keeps communication consistent, and the client does not see a separate external service.
The response can be formatted, supplemented with signatures, embedded images, and attachments.
6. Internal consultation is separate from client communication
Internal notes can be added to the ticket, visible only to the firm's staff. Here, it can be recorded, for example, what document needs to be checked, who needs to be consulted, or what response the acting attorney suggests.
With @mention, another colleague can be directly involved in the consultation. Internal notes are not sent to the client.
7. The inquiry can be linked to the client and the case
The ticket can be assigned to an existing client or a specific case. Thus, the correspondence with the client does not remain isolated in the shared mailbox but can be linked to the case materials managed in Flowyer.
A task can also be created from the ticket if the inquiry requires further action. This could be a callback, document review, or a deadline-related task.
8. The history remains transparent during handover and substitution
If the responsible colleague is unavailable, a staff member with the appropriate permissions can view the entire conversation, previous responses, status, and internal notes.
There is no need to reconstruct what happened earlier from forwarded emails or verbal briefings.
9. Attachments can also be managed as part of the ticket
Incoming documents and other attachments remain accessible linked to the ticket. Files can be downloaded individually, and multiple attachments can be packaged into a single ZIP file.
10. Access can be regulated by role
The firm can determine which staff members have access to the Ticketing module. Thus, inquiries arriving in the central inbox are only visible to those whose tasks include managing client communication.
The interface can be used in multiple languages, supporting multilingual office operations as well.
Data Security
Client correspondence often contains confidential data, personal information, and case-related documents. Therefore, it is essential that ticket management occurs within the firm's own, isolated environment.
The content of the email, or ticket, remains in the firm's own, dedicated, and isolated database on the Google Cloud infrastructure.
For Microsoft 365, the mailbox connection is made via Microsoft Graph, and for Gmail, via Google's official API. Other mailboxes can be connected to the system through an encrypted IMAP channel.
Access to attachments is protected by permission checks. Data retention and deletion are conducted in a GDPR-conscious manner, aligned with the firm's own data management policies.
Simple Setup
To use the module, the firm's existing central email inbox can be connected to Flowyer. There is no need to change the info@, iroda@, office@, or other known client contact addresses.
During setup, the text of the automatic confirmation can be specified, and it can be regulated which roles have access to the Ticketing module.
Once connected, emails arriving at the central address automatically appear as trackable tickets. Clients can write to the firm in the usual way, while an organized, assigned workflow begins in the background.
Summary
The Flowyer Ticketing module transforms client inquiries arriving at the central email inbox into a trackable office workflow. The firm can retain its existing email address while clients experience consistent, organized, and professional communication.
✓ Emails arriving at the central address automatically become tickets
✓ Each inquiry receives a unique identifier
✓ The client can receive automatic, customizable confirmation
✓ The ticket can be assigned to a responsible person and tracked with statuses
✓ The response comes from the firm's own central email address
✓ Internal notes are separate from client correspondence
✓ The ticket can be linked to a client, case, and task
✓ The history is reviewable during substitution and handover
If you are already a Flowyer user, the Ticketing module is available under the Communication menu. If you are not yet using Flowyer but are interested in how to keep client communication in one place and trackable, contact us for a free demo consultation!
