Case Study: UserVoice achieves reliable, scalable incoming email processing and simplified parsing with Mailgun

How UserVoice Solved Their Incoming Email Problem

UserVoice, a customer feedback and helpdesk platform used by over 120,000 organizations, struggled with managing incoming email on their own Postfix servers. Their custom setup required fragile parsing (TMail/Mail gem issues and encoding headaches), brittle heuristics to strip quoted thread history, limited diagnostics for support staff, and single-server constraints for scaling and failover.

By switching to Mailgun, UserVoice receives pre-parsed, UTF-8 emails via HTTP webhooks (including a “stripped-text” field that cleanly isolates new content and handles inline replies), plus searchable message logs for support and built-in scaling and redundancy. The move removed maintenance overhead, improved reliability and diagnostics, and gained responsive Mailgun support to help resolve edge cases and customer issues.

UserVoice

Jonathan Novak

Head of Engineering