Email Integration

Connect your email accounts to automatically convert emails into support tickets.

Setting Up Email Integration

1. Configure Inbox Email Settings

1. Go to Settings → Support → Inboxes
2. Select an inbox to configure
3. Enter email account details:

• Email Address: The email address to monitor
• Protocol: IMAP or POP3
• Host: Mail server hostname
• Port: Server port (usually 993 for IMAP SSL, 143 for IMAP, 995 for POP3)
• Encryption: SSL/TLS or None
• Username: Email account username
• Password: Email account password or app password

2. Test Connection

1. Click "Test Connection" button
2. Verify connection is successful
3. Save settings

3. Enable Auto-Sync

Email sync runs automatically every 5 minutes via scheduled command. You can also manually sync:

php artisan tickets:sync-inboxes

Or sync a specific inbox:

php artisan tickets:sync-inboxes --inbox=1

How Email-to-Ticket Works

Automatic Conversion

1. Email is received in the configured inbox
2. System checks if email is from an existing customer
3. If customer exists, email is added to existing ticket thread
4. If no matching thread, new ticket is created
5. Customer is automatically created if email doesn't match existing contact

Email Threading

The system uses email headers to maintain conversation threads:

• Message-ID: Unique identifier for each email
• In-Reply-To: Links reply to original message
• References: Chain of message IDs in conversation

Priority Detection

The system attempts to detect priority from:

• Email subject (e.g., "URGENT", "HIGH PRIORITY")
• Email content keywords
• Default priority from inbox settings

Auto-Assignment

Tickets can be automatically assigned based on:

• Inbox default assignee
• Inbox default team
• Round-robin assignment
• Workflow automation rules

Email Formatting

Supported Content

• Plain Text: Fully supported
• HTML: Converted to plain text for display
• Attachments: Currently logged (full attachment support coming soon)

Email Headers Preserved

• From name and email
• Subject line
• Received timestamp
• Reply-to address

Troubleshooting

Emails Not Creating Tickets

1. Check Connection: Verify email account credentials
2. Check Logs: Review application logs for errors
3. Verify Sync: Ensure scheduled command is running
4. Check Spam: Verify emails aren't being filtered

Duplicate Tickets

• System uses email threading to prevent duplicates
• If duplicates occur, check email headers are correct
• Verify Message-ID headers are present

Missing Emails

• Check email server logs
• Verify account has proper permissions
• Ensure emails aren't being deleted before sync

Best Practices

1. Use Dedicated Email Accounts: Create separate accounts for support
2. Enable IMAP: IMAP is preferred over POP3 for better threading
3. Use App Passwords: For Gmail and other providers requiring 2FA
4. Monitor Sync Status: Check logs regularly
5. Test Before Production: Verify email integration in staging

Manual Email Sync

You can manually trigger email sync:

# Sync all inboxes
php artisan tickets:sync-inboxes

# Sync specific inbox
php artisan tickets:sync-inboxes --inbox=1

# Force re-sync (ignore last sync time)
php artisan tickets:sync-inboxes --force

Future Enhancements

• Email attachment handling
• Reply-to-email functionality
• Email templates with variables
• CC/BCC support
• Email forwarding

Updated on: 13/03/2026