Postmark integration — transactional email and inbound tickets

Postmark is one of two transactional email providers Oneop supports (the other is SendGrid), and it carries one job the other pipelines do not: sequence reply detection.

What it does

Outbound transactional email. Operational mail — notifications, invites, survey links — delivers through Postmark.

Inbound email-to-ticket. Point Postmark Inbound at your Oneop deployment and support mail becomes tickets, with the same careful ingest as every inbound path: deduplication through a cross-pipeline ledger keyed on workspace plus RFC822 Message-ID, threading via In-Reply-To/References with a [#TKT-nnn] subject backstop, and genuine two-way replies. Internal notes are never emailed.

Sequence reply auto-exit. When a prospect replies to a sequence email, the Postmark inbound webhook is what pulls them out of the sequence so no follow-up fires after they have answered. This detection path is specific to Postmark inbound — a detail worth knowing when you design your sending setup.

What flows, in which direction

• Outbound: transactional email.
• Inbound: parsed email into the ticket pipeline; reply events into sequence enrollment state.
• The inbound webhook is fail-closed: the webhook token is mandatory, and without it the endpoint returns 503 rather than accepting unverified mail.

Setup

Outbound requires a Postmark server token on the deployment. Inbound requires the webhook token configured and a Postmark Inbound route pointed at the platform; email-to-ticket additionally requires its module flag.

What it does not do

• No Postmark template or list sync — it is a delivery and ingest channel.
• Reply auto-exit does not run on the per-user IMAP poll; it is the Postmark inbound path.

Related module and plan notes

Email-to-ticket and sequences both ship in every workspace (sequences are entitled from Starter and above). Neither does anything until you connect a mailbox — that, not a module switch, is the real step. See Help desk and Sequences.