General settings

Support → Settings → Email Piping → General

Connection

Email piping can only work with only one connection. To make it work, you must select your email piping connection.

Reply above text

If set, this text will be prepended to every outgoing email notification from the ticket system. This will indicate the customer to reply above this text. We’ll import that part to the thread instead of the entire email with historical text, as we already have historical threads available.

Allowed emails

You can set it if you wish to import only new emails, reply-only emails, or all emails.

Allowed users

You can set it if you wish to import registered users’ emails or all emails, including guest users.

Email body preference

You can choose whether you wish to prefer HTML or text email body. If the preferred body is not available, another gets imported automatically. For example, if you prefer the text body over the HTML body but the text body is not available in the email, it will import the HTML body.

Import CC as additional recipients

You can choose if you wish to add CC emails as additional recipients of the ticket created/replied to by the email piping.

Time frequency to check new emails

You can set how frequently the system should check for new emails. Inserted time must be in minutes and less than 60 minutes.

Block by email address

You can block an email from piping by using the email address list given as one rule per line. There are three types of rules that you can use to compare the email address of an incoming email.

1. You can insert the exact email address to block emails.
2. You can use a wildcard character to start, end, or both start and end of the rule. For example, *@test.com will match all emails that end with “@test.com”; test@* will match all emails that start with “test@”; *paypal* will match all emails that have “paypal” in it.
3. You can use a regular expression to match the email address. Regular expression format must be like as given below to let the system recognize that the given rule is a regular expression.
   /your-regular-expression/i

Block by subject

You can block an email from piping by using the email subject list given as one rule per line. There are three types of rules that you can use to compare the email subject of an incoming email.

1. You can insert the exact email subject to block emails.
2. You can use a wildcard character to start, end, or both start and end of the rule. For example, *SPAM will match all emails that end with “SPAM”; SPAM* will match all emails that start with “SPAM”; *SPAM* will match all emails that have “SPAM” in them.
3. You can use a regular expression to match the email subject. Regular expression format must be like as given below to let the system recognize that the given rule is a regular expression.
   /your-regular-expression/i

Forwarding email addresses

If your organization has more than one email address to communicate with customers, and you wish to pipe them all with SupportCandy. In this case, you will need to forward all emails from the rest of the email accounts to the one already piped. Also, list those emails in this setting as forwarding email addresses.

Use forwarding address as “From Email” in ticket email notifications

You can enable email notifications of the tickets sent from the original forwarding address. For example, if you are forwarding emails from sales@yourdoamin.com to support@yourdomain.com (piping address) and this setting is enabled, email notifications of the ticket created for this email will be sent from sales@yourdomain.com and not from support@yourdomain.com.