Email Management
Every email your service desk sends and receives — templated, branded as your company, legally identified, and accounted for — from one place.
How Solidlio helps
Mail arriving at your inbound addresses becomes a ticket in the right queue, matched to an existing ticket by subject token or In-Reply-To header so a reply appends instead of duplicating. Mail going out renders from one of 50 templates you can override per organization, wearing your logo, your colours, your display name and — inseparably — your registered company name, postal address and contact point in the footer. Consent, unsubscribes and bounces are recorded against the address and enforced on every send, with the reason attached. Delivery results come back from the provider and land on the message, so “did it arrive” has an answer rather than an opinion.
Capabilities
| Capability | What it does |
|---|---|
| Email-to-ticket | Turns mail at a monitored address into a ticket in a queue chosen by priority-ordered routing rules |
| Reply threading | Appends a customer’s reply to the original ticket by [TKT-…] subject token or In-Reply-To header |
| In-ticket email thread | Shows the whole conversation on the ticket and sends the reply through your own Microsoft 365 shared mailbox |
| Per-queue routing | Matches sender, sender domain, subject or body with seven operators; first match by priority wins |
| 50 templates | Ships 50 transactional and lifecycle templates; override any of them per organization without leaving the browser |
| Tenant branding | Applies your logo, colour and display name across every email, with a platform → MSP → organization cascade |
| Sender identity | Prints your registered name, postal address and contact point in every compliance footer, on every plan |
| CASL consent register | Records consent type, source, capture IP, user agent and proof link; expires implied consent at two years |
| One-click unsubscribe | signed per recipient and per organization; suppresses that sender only, not every company on the platform |
| Suppression enforcement | Blocks unsubscribed, bounced and complaint addresses before the send, with the reason surfaced to the caller |
| Delivery tracking | Records processed, delivered, bounced, dropped, deferred and spam-report events against the message |
| Supplier-invoice intake | Polls a shared inbox on your interval and turns attached supplier invoices into vendor-invoice records |
Built for MSPs and their clients
Email is where the two-sided model is most visible: a white-labelled MSP is the legal sender of every message its clients receive.
| Organization | MSP | |
|---|---|---|
| Brand on the email | Its own logo, colour and display name when it sets them | Its brand applies across every client it manages, including clients on free tiers |
| Legal footer | Its own registered name and address | Its own — and the client’s is never mixed in beneath it |
| Inbound addresses | Owns the addresses that feed its own queues | Owns the queues it shares down, and the mailboxes that feed them |
| Consent register | Its own consent and suppression records, isolated from every other tenant | Sees its own account’s records; never another account’s |
| Templates | Overrides any shipped template for itself | Overrides for its own organization |
The entitlement follows the brand: an MSP that buys white-label applies it to every managed client, rather than being blocked by whatever plan each client container happens to sit on.
How it works
- Mail arrives and becomes a ticket. It is de-duplicated on
Message-ID, routed by your rules, and the queue’s members are notified. - An agent opens the ticket’s Email tab, reads the conversation, and replies through the shared mailbox.
- The reply threads back on the subject token or the
In-Reply-Toheader, reopening a ticket that was waiting on the customer. - Outbound notifications render from a template, wearing your brand, your footer and a working one-click unsubscribe link.
- Consent and suppression are checked before the send, and the provider’s delivery result is written back onto the message.
Compliance and audit
- CAN-SPAM sender identification. Every email that carries the compliance footer names a legal entity and a real postal address. The service refuses to start without them, and refuses to save a half-set identity — a company name at somebody else’s street address is a violation nobody reports because the mail otherwise looks fine.
- One entity throughout. The company in the From name, the subject line and the header is the company named in the footer. A tier with no complete identity is excluded from the brand cascade entirely rather than allowed to put its logo above another company’s legal name.
- CASL consent evidence. Consent type, source text, capture timestamp, IP address, user agent and a link to the proof artefact are recorded per address per organization. Implied consent carries its two-year expiry and is suppressed automatically when it lapses.
- Withdrawal is enforced on read. A revoked privacy consent blocks marketing mail immediately, with no propagation window in which the record says revoked and the mail still sends.
- One-click unsubscribe is authenticated. The link carries an signature over the recipient and the organization, so it cannot be replayed to unsubscribe a third party — and it works without a login, as the law requires.
- Suppression reasons are preserved and enforced. Hard bounces and spam complaints block every sender and cannot be lifted by a tenant.
- Tenant isolation is enforced per query. Consent records, suppression entries, messages, templates, settings and mailbox credentials are all constrained to the caller’s account, and fail closed when the account context is absent.
Integrations
- Microsoft 365 / Microsoft Graph — shared mailboxes for email-to-ticket, agent replies sent from the mailbox, and client-credentials access to a supplier-invoice inbox.
- Google Workspace — service-account access to a supplier-invoice inbox.
- IMAP — any TLS/SSL IMAP server, for a supplier-invoice inbox.
Plans and access
Availability depends on your plan, role and account permissions. Capacity limits and service terms apply. Compare current plans and integration requirements, or ask us about your setup.
Email your clients can identify, unsubscribe from, and rely on receiving.