Set up Email to Ticket · Knowledge base

Before you start

Mail comes in either through your email provider's inbound webhook (Postmark, Mailgun or SendGrid Inbound Parse), which needs your site on https, or by reading a mailbox over IMAP, which needs PHP's IMAP extension.
Its job runs every minute, so the scheduled task must be running.
Use a mailbox for support only: every unread message in it becomes a ticket.

Open Orders & Customers Email to Ticket. Saving settings needs the Manage Settings permission as well as Manage Support.

Choose how email comes in
Under "How email comes in", pick a provider's inbound webhook or Read a mailbox (IMAP). It starts Off.
Webhook: give your provider the address
Copy "Address to give the provider" into your provider. On Postmark, tick "Include raw email content". On Mailgun, set a Route to "Store and notify" and paste its HTTP webhook signing key. On SendGrid, tick "POST the raw, full MIME message". Postmark and SendGrid use a user name and password, and the password is shown only once.
IMAP: fill in the mailbox
Server, port (usually 993), encryption, user name, password and folder. Then set "Mail server that checks senders" (see below).
Test it
Press Test the connection. It answers within about a minute.
Check your outgoing address
Under Settings Email, your store's sending address should be the support address, or forward to it.

Question	Answer
Emails don't become tickets	Check the scheduled task, then the Inbound log tab: every message is listed with what happened to it and why. Automatic replies, bounces, mailing-list mail and mail from your store's own address are always ignored.
A customer's email was held	It waits under Needs attention, for example because the address has no account, two accounts share it, or nothing proves who sent it. Attach it to a customer, or press Accept anyway only when you're sure the customer sent it. Held mail is discarded after 30 days by default.
IMAP: every email is held	Mail is accepted only when your own mail server vouches for the sender. Under "Mail server that checks senders", name the server written at the start of its `Authentication-Results` header, for example `mx.google.com`. Microsoft 365 writes that header with no server name, so on Microsoft 365 every email waits for you to accept it. That's expected and safe.
A reply opened a new ticket	A reply joins a ticket only when its subject keeps the ticket's reference, `[#T…]`, and it comes from the ticket owner's address. Otherwise it opens a new ticket, with a note pointing to the one it seems to follow.
Customers get two emails per reply	Your "Support reply" email template no longer has its ticket link, so it isn't recognised. Switch that template off instead of removing the link.

Only JPG, PNG, GIF and WebP images up to 5 MB are kept, 5 per email by default. The sender is told about anything refused.
Automatic answers go to one address at most 3 times a day.
There are no guest tickets: the sender needs an account.

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