Syncro mailbox that opens a ticket
Short answer
Set a Syncro mailbox to create tickets from the Watchbill subject, and expect a second ticket on recovery unless your own automation says otherwise.
How The Watchbill helps
- On Pro and Business, a down check can email the address your ticket system already turns into a ticket.
- The recovery message uses that same path.
- Email alerts are included on every plan, including Free.
This guide is the Syncro mailbox setup for a down check and the recovery that follows it.
On Pro or Business, open Alerting, then PSA ticket email, and choose Syncro. Paste the mailbox you set to create tickets. Company and board are Company: and Board: lines for a person reading the ticket. Send a test before you add the rest of the clients.
This mail does not claim Syncro parses those labels. The recovery sets reply headers to the down message. Syncro attaches a follow-up only when the subject contains TICKET: plus Syncro's number, which this mail does not have, so expect a second ticket unless a rule you already run does something else. No page opened for this guide showed an email keyword that closes a ticket.
What you type
The PSA menu is Syncro. The ticket email is the custom mailbox address. Company and board are optional labels in the body. They are not a Syncro organization id. The subject stays [Watchbill] Down: or [Watchbill] Up: plus the check name, so a Subject Filter can match [Watchbill]. It does not contain TICKET:.
What the mail contains
Every ticket email includes Dedup: and Watchbill-Message:. The dedup key is the same on the down and the up. Recovery adds Watchbill-Recovery: yes so an automation you already have can look for it. Whether Syncro automations can read that line was not checked.
The down message sets Message-ID to <wb.{token}@thewatchbill.com>. The recovery sets In-Reply-To and References to that id. Syncro's tickets-from-emails page does not say a third-party In-Reply-To is how a reply is recognized. Whether Syncro treats those headers from alerts@thewatchbill.com as a reply was not checked. Whether the mail host keeps the Message-ID was not checked with a live send.
What to set in Syncro
On the inbound mailbox, set Automatically Create Tickets to Always, or to Only for Existing Customers only when alerts@thewatchbill.com is an end user on the right organization. Only for Existing Customers will not open a ticket for an unknown sender. In Admin, Tickets, Preferences, enable Create Tickets from Leads (If Valid). That setting applies to inbound mail that is not already a reply to an existing ticket.
Add an email rule with Subject Filter [Watchbill]. Set the organization, the assignee, and the mailbox. Rules run top down and stop at the first match. A broader rule above this one will take the mail.
Attaching mail to an existing ticket requires the subject to include TICKET: plus the ticket number, with TICKET in capitals. That adds a public note. Syncro assigns the number. The Watchbill does not have it, so the recovery cannot add it. The ticket-settings page describes reply-to-resolved behavior for email replies. No close keyword was on that page. Watchbill-Recovery: yes is still in the body if an automation you already run can read it. Test that in the tenant. Do not assume the first ticket closes.
A client that should not share the mailbox
On the client, choose Use a set on this client and check the Syncro destination. Set the company label for that client when a person reading the ticket needs it. Leave the client on Inherit the account set when the account mailbox is right.
A check can replace the client set. Use that only when one target should use a different mailbox. The alerting list names the clients that use the destination. All clients means every client that inherits the account set.
If the account mailbox changes, inheriting clients follow it. Clients with their own set keep the old mailbox until you edit them. After the change, look at the client column. Write down the mailbox for each client that does not inherit.
If two tickets open
A second ticket is what the opened docs describe, because the recovery cannot carry TICKET: plus Syncro's number. Keep the state word in the subject. Do not put the time in the subject. Send a test down, confirm the organization the first matching rule chose, then send a test up and write down what Syncro did. Do this before you add the rest of the clients.
A test from the PSA card sends the same shape and can open a real ticket. The Watchbill does not receive the ticket number Syncro assigns. The checking mail and the first confirmed up stay on the alert email. Five terminal delivery failures turn the destination off and email the account once. The from address stays alerts@thewatchbill.com.
What to write down
Write the mailbox and the first email rule that matches [Watchbill], because rules stop at the first match. If you later add a broader rule above it, the organization can change without a change on this form. Only for Existing Customers needs alerts@thewatchbill.com as an end user on the right organization. Always will open a ticket for a sender Syncro does not know, which is why a test company matters.
The recovery body still has Watchbill-Recovery: yes and the same Dedup: key as the down message. Use those if you already have an automation that can read a ticket body. This guide does not name a Syncro action that closes a ticket, because no opened page showed one. Header threading from this sender was not verified, so do not tell a client that the up mail will land on the down ticket until you have watched it.
How The Watchbill helps
On Pro and Business, Syncro ticket email sends when a confirmed outage opens and when it closes. The subject starts with [Watchbill] so a Subject Filter can match it. The recovery is threaded to the down message. There is no REST connector, and this mail does not include TICKET:. The shared comparison is in ticket email.
Sources
Checked 12 Oct 2026.