Nick Potok: Hi, I know Josep Maria. And I think I know what he needs because we need the same we have talked privately.

When you create a task from email (a customer send the email) is super important to have the "From" email in a field that you can use in an automation to "send an email for example saying your request has been registered".

Or later send a mail to the from to say "the ticket has changed of status"

Thanks! I think is easy to solve for Clickup team and it will be disruptive

Nick Potok: Totally, as my colleague Carlos says, when a customer sends an email support request and it goes into the list, we need the "From" field, to be able to be used in automations to generate autoresponders of the style, we have received your ticket, we are working on your ticket, your ticket has been resolved.

This works fine using ClickUp forms and adding a custom email field, but customers are not very form friendly and for them it is easier to send an email.

We want to have the same functionality that we would get with forms and the custom email field, but directly for the tickets created by email and that these can enter our automation processes with autoresponders.

Nick Potok: Good afternoon Nick. Any update on this? We have the same requirement in our business - we are trying to move IT support ticket handling to ClickUp but currently we have to manually populate custom email fields that we can then use in automations - the automations don't work without manual intervention.

When using the send email automation, you can only choose from custom fields as a dynamic 'to' email address, you cannot choose the email of the task creator.

We have customers sending support requests to a 365 shared mailbox which is then auto redirected to the ClickUp 'send email to list' email address. The task is then created in ClickUp with the task creator as the sender of the email (customer) so it would be perfect for the ticket creation response (sent via automations) to send to the ticket creator email address. Please can this option be added to the email automations.

I hope this clarifies our need.

Many thanks.

Russell Price: Indeed we need the same features here for our team.

Nick Potok: This would also be a big help for us. For a ticketing system, it's best to have multiple ways that customers can create tickets. Some customers will always skip the ticket form and send an email to our support email. We want to set up the Clickup Ticketing List email ID as an alias through our mail server. A customer sends an email to our support email (alias) and it automatically forwards the email to the clickup list, and an automation emails the customer back their ticket details. This is currently not possible because the "Created By" native field is inaccessible within automation. We can see that the sender's email is captured in this native field, but all we need is for it to be accessible in automations. Side note: Creator's Email in the automations menu is NOT the same thing...that field refers to the clickup user. What we need is the native "Created By" field within automations in order to make a ticket auto-responder. Thanks very much for considering this.

Nick Potok Any update on this? This is a needed feature in our business. At a minimum was thinking there could be a custom field for Creator's email, and an automation to fill it in the creators email.

Alex Bernier I have this exact scenario and need. Have you found a work around?

Candace Lytell For now, I set up our email system to auto-reply saying a ticket has been created. The ticket gets created in ClickUp, but then we manually add their email into the email field, along with other details. We continue our responses through the ticket (emails sent via comments section) after that, so all responses get tracked. That's the best we can do for now until they expose the Created By email field.