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Email ticketing
Client contacts can create/update tickets via e-mail.
1. Install PHP extensions: (These will be installed if you installed via script method)
- php-imap
- php-mailparse
2. Configure at Settings > Mail:
- IMAP Host
- IMAP Port
- IMAP Encryption
- IMAP Username
- IMAP Password
3. Turn on: Settings > Ticket > Email-to-ticket parsing
4. Add a cron job to run cron_ticket_email_parser.php every minute
5. Ensure that all clients have the correct 'website' configured at Clients > Edit Client (optional - for auto-contact creation)
How it works
- Cron runs cron_ticket_email_parser.php
- The email inbox is checked for unread messages
- If an unread message is found, it's marked as read & checked for a ticket reference in the subject ((e.g. [TCK-091])
- If there is a ticket reference
- The ticket info is fetched & checked to be open
- If the ticket is open, the reply is added
- If the ticket is closed, an auto response is sent and a notification raised
- If there isn't a ticket reference - it's treated as a new message
- We check for an existing contact (based on the email) and raise the ticket under them
- If there's no contact, we check if the from domain exists as a website for a client
- If so, we create a new contact under that client for the user and raise the ticket under them
- If not, we leave the email in the inbox to be actioned manually
- If the email was successfully processed (e.g. a ticket raised / reply added) the message is moved to the ITFlow folder once attachments are processed
Notes
- Only supports basic authentication. This will not work with Microsoft as they require OAuth.
- The IMAP connection uses the same SMTP Username/Password configured for sending emails should be configurable in future
- As closed tickets cannot be re-opened, replies to closed tickets raise a notification
- Emails from addresses that can't be matched to a client (via registered domains), contact (via email), or existing ticket (via subject line) are left in the inbox and flagged for review