Email Settings

Incoming Email Handler Settings

The incoming mail handler periodically checks given mailboxes every 1-5 minutes and generates tickets from incoming emails. The emails are then removed from the inbox or marked as read (depending on the settings).

• Accept emails from unregistered users — When ON, the app will convert ALL incoming emails into new tickets. If an email-address is not present in the system yet, a new user will be created.
• New tickets go to the default category — Default category for new tickets generated from emails.
• Add all emails from CC and TO fields to ticket-subscribers
• Extract the original sender from forwarded emails — Forward any email to your support mailbox and the app will try to extract the original sender.

How Inbound Email Works

• The app checks a given mail account(s) every five minutes.
• When an email is detected, it adds a ticket (or a comment to an existing ticket) and removes the message from the server.
• If there have been 5 errors in a row, the email account may be temporarily disabled.
• CC addresses in incoming email are added to newly created tickets.
• A built-in junk email filter handles bounce-emails, out of office, postmaster@, noreply@, etc.

How Email Matching Works

The app checks the Subject line for the ticket number in curly braces — RE: help {123456}. If it finds a ticket number, the email is added to that ticket. If not, a new ticket is created.

In some cases, the system checks SMTP headers such as Message-ID, References, and In reply to for matching.

Notifications

• Email notifications enabled — Notify users when their tickets are updated, notify the team of new tickets.
• Ticket closed notification — Notify submitters when tickets are closed.
• Ticket confirmation notification — Notify submitters when a ticket is created via email.
• Notify all administrators of new tickets
• Notify technicians of new tickets in their categories
• Notify ALL technicians when a customer updates a ticket
• Notify ALL technicians when another technician takes a ticket
• Notify ALL technicians when a KB article is updated
• Include attachments in outgoing notifications
• Send autologin links in outgoing notifications — Time-limited to three days.
• Send ticket updates to all subscribers in CC — Instead of individual emails.
• Only send updates when sent by techs

Outgoing Email Settings

• "From" email-address
• "From" name (e.g. "Acme Support")
• "Reply-to" address — Recommended to set to the address the incoming-email-checker monitors.
• SMTP server address and port
• SMTP username/password
• O365 oAuth
• Use SSL

Email Templates

Customize notification templates with masks: #What_Happened#, #Category#, #Subject#, #From#, #FromEmail#, #FirstName#, #LastName#, #Username#, #Originator#, #Priority#, #Status#, #Body#, #URL#, #Recipients#, #Recent_messages#, #Most_recent_message#, #Custom_Fields#, #CF_1234#, #Company#, #Department#, #Location#, #Phone#, #Attachments#, #TicketID#, #Technician#, #TechnicianEmail#, #Date#, #DueDate#, #TimeSpent#, #Via#, #Recent_Attachments#, #Suggested_KB_articles#, #Subscribers#, #SubscribersEmails#, #NonTechSubscribers#, #RatingLinks#, #Unsubscribe#, #Phone_Number#, #Pdf_Attachments#.

For the "welcome email" you can use: #username, #URL. Other masks are not supported for the welcome email.

Email API

Send instructions via email subject: #tech# (techs-only reply), #close# (close ticket), #unsubscribe# or #unsub#, #assign:USERNAME# (assign to a technician).