Ticketing Innovations: Reminders, Scheduled Replies, and Unlimited Microsoft 365 Mailboxes
6
minute
07/08/2026
Zoltán Kéri
When we introduced the Flowyer Ticketing module, we aimed to solve a common office problem: how to manage inquiries arriving in the central email mailbox so that it is always clear who is handling each one, where the communication with the client stands, and whether further action is needed.
Ticketing transforms incoming emails into trackable tickets assignable to a responsible person, organizes related messages into conversation threads, and clarifies client communication with clear statuses.
The module has since evolved. We have added three new features that further adapt email management to everyday office work: reminders can be set for tickets, replies can be scheduled in advance, and an unlimited number of Microsoft 365 mailboxes can now be connected to the system.
Reminders: Flowyer Alerts When Follow-Up Is Needed
It is common for the office to send a letter to the client and then wait for a response. However, after a few days, the correspondence can easily be sidelined, especially when dozens of new inquiries, deadlines, and tasks arrive in the meantime.
The issue is not necessarily that the communication is not recorded, but that someone needs to remember to revisit the ticket in a few days.
This is where the new ticket reminders come in.
A specific time can be set for any ticket, and it can also be determined which colleague the reminder should be addressed to. When the specified time arrives, Flowyer notifies the concerned colleague both in the system and via email.
For example, it can be set at the time of sending the response that if the client does not respond within three business days, the system will remind the administrator to follow up on Friday morning.
There is no need to create a separate calendar entry, make a note, or remember which correspondence needs revisiting. The reminder is directly linked to the ticket that requires further action.
Thus, the task remains where the communication itself takes place.
Scheduled Replies: Write Now, Send Later
Not every letter should be sent when it is completed.
For instance, you might finish a reply in the evening but do not want the client to receive it late at night. Other times, a message needs to arrive on a specific day or time.
In Ticketing, in addition to immediate sending, the exact time for sending the reply can now be pre-set.
The letter can be prepared in Flowyer as before, but instead of sending it, you can specify the day and time the system should forward it to the client.
This way, the colleague can prepare the reply when they have time, and the client receives it when it is truly timely.
The scheduled message remains in the conversation thread until it is sent, where the planned sending time is clearly visible. If something changes in the meantime, the letter can be modified before sending, or the scheduled sending can be revoked.
This is particularly practical for work outside office hours: the time of writing does not determine when it arrives at the client.
Ticketing Is No Longer Just About the Central Mailbox
One of the most significant changes, however, is not a single new feature, but the expansion of Ticketing itself.
The system was originally designed primarily for managing inquiries arriving at the office's central addresses, such as info@, office@, or office@.
From now on, an unlimited number of Microsoft 365 mailboxes can be linked to an office.
This means that in addition to the central address, employees' own Microsoft 365 mailboxes can also be connected to Flowyer. An office is therefore not forced to manage the communication of only a single shared mailbox as tickets.
Individual employees can link their own mailboxes to the system in a few steps, and incoming emails can be managed in the same transparent, ticket-based system.
This significantly expands the role of Ticketing: in addition to managing the central client contact address, it can also be used to organize the office's entire Microsoft 365-based email communication.
While individual mailboxes remain separate, their management can be integrated into a unified system.
Who Can See Which Mailbox?
When linking multiple mailboxes, a fundamental question is who can access the various correspondences.
The goal is not for a personal employee mailbox to automatically become visible to all office staff.
Therefore, access can be regulated per mailbox in Flowyer.
The office can determine who can see the tickets of a given mailbox:
- by role, for example, lawyers or assistants;
- by individual, designating specific colleagues.
In both cases, multiple roles or individuals can be selected.
The office administrator and the owner of the given mailbox still have access to the mailbox, while other colleagues can only see its tickets if they have been granted permission.
Thus, a jointly managed office@ address can be made available, for example, to the entire assistant team, while a lawyer's own mailbox can only be accessed by the lawyer and the colleagues they designate.
Unified email management does not mean that everyone sees all correspondence.
Fewer Things to Keep in Mind
At first glance, the new features affect three different areas, but in reality, they serve the same purpose: to reduce the manual organization involved in client communication.
Reminders ensure that a later follow-up is not forgotten.
Scheduled replies separate the time of writing and sending the letter.
Unlimited Microsoft 365 mailboxes allow not just a single central address, but even multiple employees' correspondence to be managed in the same trackable system—with permissions defined per mailbox.
Thus, Flowyer Ticketing not only assists in managing the central mailbox but also makes the office's entire email communication more transparent and organized.
If you are already using Flowyer, the new Ticketing features can be accessed under the Communication menu.
If you are not yet a Flowyer user but would like to see how your office's email communication can be made more transparent and trackable, try Flowyer for 14 days or request a personal demonstration!
