Email Piping – SupportCandy

General settings

Pradeep Makone — Fri, 29 Jul 2022 08:08:49 +0000

Overview

The General settings control how SupportCandy imports emails and creates or updates Tickets through Email Piping.
You can configure the email connection, allowed emails and users, email content, blocking rules, forwarding, spam protection, and email logs.

Where to Find

Go to Support → Settings → Email Piping → General.

How It Works

SupportCandy connects to one email account and checks it for incoming emails.
Based on your settings, incoming emails can:

Create new Tickets.
Add replies to existing Tickets.
Be limited to registered users.
Be blocked based on the sender or subject.
Be imported with CC and BCC addresses as additional recipients.

Step-by-Step Guide

Go to Support → Settings → Email Piping → General.
Select the email account under Connection.
Configure Reply above text if required.
Select the required Allowed emails option.
Select the required Allowed users option.
Choose the preferred Email body preference.
Configure Import other emails as additional recipients if required.
Set the Time frequency to check new emails.
Configure email and subject blocking rules if required.
Configure Forwarding email addresses if you use multiple support email addresses.
Enable Spam filter if required.
Configure Delete email logs after.
Save the settings.

Options / Settings

Connection
Select the email connection used for Email Piping.
Email Piping supports:

IMAP
GMail
Microsoft Exchange

Email Piping can use only one connection at a time.

Reply above text
Adds the configured text to outgoing email notifications.
The text tells Customers where to place their reply.
When a Customer replies above this text, SupportCandy imports that reply instead of importing the complete email history.
This helps prevent previous Ticket threads from being imported repeatedly.

Allowed emails
Controls which incoming emails can be imported.
Available options are:

All Emails – Imports new Ticket emails and replies to existing Tickets.
New Emails Only – Imports only emails that create new Tickets. Replies to existing Tickets are blocked. Blocked replies can trigger the Allowed reply email warning notification.
Reply Only Emails – Imports only replies to existing Tickets. Blocked new emails can trigger the Allowed new email warning notification.

For Reply Only Emails, the incoming email must contain the Ticket ID in the subject. Emails without a Ticket ID are blocked.
The related notifications can be configured from Support → Email Notifications → Email Piping.

Allowed users
Controls which users can create Tickets or add replies through Email Piping.
Available options are:

Anyone (including guest users) – Allows registered users and guest users to create Tickets or add replies.
Registered users only – Allows only registered users to create Tickets or add replies.

When a non-registered user is blocked, SupportCandy can send the Allowed user type warning notification.
This notification can be configured from Support → Email Notifications → Email Piping.

Email body preference
Defines whether SupportCandy prefers the HTML or text version of an incoming email.
If the selected email format is unavailable, SupportCandy automatically imports the other available format.
For example, if Text is preferred but the email has no text body, the HTML body is imported.

Import other emails as additional recipients
Controls whether CC email addresses are added as additional recipients of the Ticket.
When enabled, these email addresses can receive Ticket notifications.

Time frequency to check new emails (minutes). Must be less than 60 minutes
Defines how frequently SupportCandy checks the connected email account for new emails.
Enter the value in minutes.
The configured value must be less than 60 minutes.

The email piping depends on WordPress cron. If there are fewer visitors to your site, then cron will run after any visitor hits the site. To speed up the email piping synchronization, another option is to set up an external cron. You can set up the external cron directly to the wp-cron.php file.

Block by email address
Blocks incoming emails from creating Tickets or adding replies based on the sender’s email address.
You can use three types of rules:

Exact email address – Blocks a specific email address.
Wildcard – Uses * to match part of an email address.
Regular expression – Matches email addresses using a regular expression.

Examples:

user@example.com – Matches one specific email address.
*@test.com – Matches email addresses ending with @test.com.
test@* – Matches email addresses starting with test@.
*paypal* – Matches email addresses containing paypal.

Regular expressions must use the supported format: /your-regular-expression/i

Block by subject
Blocks incoming emails from creating Tickets or adding replies based on the email subject.
You can use:

Exact subject – Matches one specific subject.
Wildcard – Uses * to match part of a subject.
Regular expression – Matches subjects using a regular expression.

Examples:

SPAM – Matches the exact subject.
*SPAM – Matches subjects ending with SPAM.
SPAM* – Matches subjects starting with SPAM.
*SPAM* – Matches subjects containing SPAM.

Regular expressions must use the supported format: /your-regular-expression/i

Forwarding email addresses
Allows SupportCandy to process emails received through multiple email addresses.
First, configure your email provider to forward emails from other addresses to the email account connected to SupportCandy.
Then, add those forwarding email addresses to this setting.
For example, you may use:

contact@yourdomain.com
sales@yourdomain.com
marketing@yourdomain.com
hr@yourdomain.com

If contact@yourdomain.com is connected to SupportCandy, configure the other addresses to forward emails to it.
Then add the forwarding addresses to Forwarding email addresses.

Important: Manual forwarding is not supported for this setup. You must configure automatic email forwarding. When automatic forwarding is enabled, incoming emails from the configured addresses are forwarded to your piped email address and processed by SupportCandy to create or update tickets.

If your email accounts are provided by your hosting provider, you can usually configure automatic forwarding through cPanel.

Using automatic forwarding also allows SupportCandy to correctly identify the original email sender as the ticket creator. You can also change the ticket creator after the ticket has been created.

Use forwarding address as “From Email” in ticket email notifications
Controls the From Email address used for Ticket email notifications when Email Piping uses forwarding addresses.
When enabled, SupportCandy sends the notification from the same forwarding address where the Customer originally sent the email.
For example, if a Customer sends an email to sales@yourdomain.com, the notification can also be sent from sales@yourdomain.com.

Spam filter
The Spam Filter helps prevent duplicate emails from creating duplicate ticket replies or tickets.

When the Spam Filter is enabled, SupportCandy performs the following checks:

Message-ID check: If the email has the same Message-ID as an email already processed, SupportCandy blocks it as a duplicate.
Content similarity check: SupportCandy compares the email content with the most recent matching email.
If the content is more than 95% similar and the emails were received within five minutes, the email is blocked as a duplicate.

For example, if the same email is received multiple times within five minutes, SupportCandy imports the first email and blocks subsequent emails that match the duplicate criteria.

The five-minute check applies to emails with matching content. The Message-ID check can block a duplicate regardless of this five-minute comparison.

Delete email logs after
Controls how long imported email logs are stored.
Email logs are created for imported emails and can be viewed from:
Support → Settings → Email Piping → Email Logs
The logs are automatically deleted after the configured time period.

Example

Suppose your support email is support@yourdomain.com and you want Customers to create new Tickets by email.
Configure the settings as follows:

Select your support@yourdomain.com connection under Connection.
Select All Emails under Allowed emails.
Select Anyone (including guest users) or Registered users only under Allowed users.
Select the preferred email format under Email body preference.
Enable Spam filter to block repeated emails.
Configure Delete email logs after according to your requirements.
Save the settings.

SupportCandy will then check the connected mailbox and process incoming emails according to these rules.

Notes / Tips

Email Piping supports one active Connection at a time.
The Time frequency to check new emails must be less than 60 minutes.
Reply Only Emails requires the Ticket ID in the email subject.
New Emails Only blocks replies to existing Tickets.
Allowed user type warning, Allowed email reply warning, and Allowed new email warning notifications can be configured under Support → Email Notifications → Email Piping.
Use Block by email address to prevent specific senders from creating Tickets or adding replies.
Use Block by subject to prevent emails with specific subjects from being imported.
When using forwarding, configure email forwarding at your mail provider and add the forwarding addresses in SupportCandy.
Enable Spam filter to help prevent repeated duplicate emails from creating multiple Tickets.
Email logs are available under Support → Settings → Email Piping → Email Logs.

Important

WordPress Cron must be working correctly for email piping to process incoming emails reliably.

On websites with low traffic, WordPress’s default Cron system may not run frequently because it relies on site visits to trigger scheduled tasks. In this case, we recommend configuring a server-side Cron job to ensure WordPress Cron runs regularly and email piping can process emails without delays.

IMAP Settings

Pradeep Makone — Fri, 29 Jul 2022 08:09:38 +0000

Overview

The IMAP Settings allow you to connect an email account to SupportCandy using the IMAP protocol. Once configured, emails received in the connected account can be processed through Email Piping.
The required connection details are provided by your email provider.

Important: Microsoft Exchange and GMail emails should not be configured using these IMAP settings. SupportCandy provides dedicated Email Piping methods for Microsoft Exchange and GMail.

Where to Find

Go to Support → Settings → Email Piping → IMAP.

How It Works

SupportCandy connects to the selected email account using the IMAP protocol.
To establish the connection, enter the email account credentials and IMAP server details provided by your email provider.
You need the following information:

Email address
Password
Encryption
Incoming Mail Server
Port

Step-by-Step Guide

Go to Support → Settings → Email Piping → IMAP.
Enter the Email address of the email account you want to pipe.
Enter the account Password.
Select the Encryption method provided by your email provider.
Enter the Incoming Mail Server provided by your email provider.
Enter the Port provided by your email provider.
Save the settings and configure the email account for Email Piping as required.

Options / Settings

Email address
Enter the email address of the account you want to use for Email Piping.

Password
Enter the password for the email account.

Encryption
Select the encryption method supported by your email provider.
Use a secure encryption method such as SSL or TLS instead of None, when supported by your email provider.

Incoming Mail Server
Enter the incoming mail server address provided by your email provider in its IMAP configuration details.

Port
Enter the IMAP port number provided by your email provider.
Typically:

Secure IMAP connections use port 993.
Insecure IMAP connections use port 143.

Always use the port provided by your email provider for your specific configuration.

Example

If your email provider provides the following IMAP details:

Email address: support@example.com
Password: Your email account password
Encryption: SSL
Incoming Mail Server: Provided by your email provider
Port: 993

Enter these values under Support → Settings → Email Piping → IMAP and save the settings.

Notes / Tips

Obtain the IMAP connection details from your email provider.
Use SSL or TLS instead of None whenever supported.
Port 993 is typically used for secure IMAP connections.
Port 143 is typically used for insecure IMAP connections.
Do not use this method for Microsoft Exchange email; use the dedicated Microsoft Exchange Email Piping method.
GMail emails can be piped using the dedicated GMail Email Piping method.

Troubleshooting Tips

If you are unable to configure IMAP email piping, first try configuring the same email account in an email client such as Thunderbird, Outlook, or Apple Mail.

If the email account works successfully in the email client, use the same IMAP server, port, encryption, username, and password to configure email piping in SupportCandy. This can help verify that the email account details and IMAP connection settings are correct.

Gmail Settings

Pradeep Makone — Fri, 29 Jul 2022 08:10:04 +0000

Overview

The Gmail Settings allow you to connect a Gmail account to SupportCandy using Gmail APIs.
After the Gmail connection is configured, SupportCandy can use the Gmail account for Email Piping.
Gmail requires a Google Cloud Project, Gmail API access, and OAuth credentials before it can be connected to SupportCandy.

Where to Find

To select Gmail as the Email Piping connection, go to:
Support → Settings → Email Piping → General
Then select GMail as the connection.

How It Works

SupportCandy uses Gmail APIs to connect to the selected Gmail account.
The setup requires you to:

Select GMail as the Email Piping connection.
Create a Google Cloud Project.
Enable the Gmail API.
Configure the OAuth consent screen.
Create OAuth credentials.
Connect the Gmail account to SupportCandy.
Configure a real-time CRON job for reliable email checking.

Step-by-Step Guide

1. Set connection in general settings

Go to Support → Settings → Email Piping → General.
Select GMail as the Connection.
Save the settings if required.

2. Create a Google Cloud Project

A Google Cloud Project is required to use Google Workspace APIs.

Open the Google Cloud Project creation page.
Create a new project.
Enter a project name, such as SupportCandy.
Create the project.

3. Select the project

After creating the project, it may take a few minutes before it becomes available.

Open the Google Cloud Console.
Select the project you created.
Continue with the Gmail API configuration.

4. Enable Gmail API

Open Menu → APIs and services → Library.
Search for Gmail API.
Select Gmail API from the search results.
Click Enable.

5. Set up OAuth consent screen

Configure the OAuth consent screen for the Gmail API application.

Open the OAuth consent screen section.
Enter the Application Information and click Next button.
Select External as Audience.
Select email address of developer as Contact Information.
Click on I agree and continue to finish the setup.
Click Create.

6. Create new credentials

Create the OAuth credentials required to connect Gmail with SupportCandy.

Go to the Create OAuth Client section.
Start fill the all infor.
Click on create.
You will see the popup appeared on screen.
Copy Client ID & Client secret and download the json for future reference of Client ID and Client secret.

7. Connect to the Gmail APIs

Use the generated Google credentials to connect the Gmail account to SupportCandy.
Follow the Gmail connection process provided in the SupportCandy Email Piping settings.

Example

To connect a Gmail account for Email Piping:

Select GMail under Support → Settings → Email Piping → General.
Create a Google Cloud Project named SupportCandy.
Enable the Gmail API.
Configure the OAuth consent screen.
Create the required OAuth credentials.
Publish the app.
Connect the Gmail account through SupportCandy.
Configure a real-time CRON job.

After the connection is configured, Gmail can be used as the Email Piping connection.

Notes / Tips

Gmail Email Piping uses the Gmail API.
A Google Cloud Project is required for the Gmail API setup.
Make sure the Gmail API is enabled for the selected project.
Complete the OAuth consent screen before creating the required credentials.
Select GMail under Support → Settings → Email Piping → General.
WordPress CRON may not provide consistent email checking when the website has low visitor activity.
A real-time CRON job is recommended for reliable Email Piping.

Troubleshooting Tips

1. Email Piping Disconnects After a Few Days

If email piping works initially but disconnects after a few days, this may be related to low traffic on your website.

If your website does not receive visits for several days, WordPress Cron may not run regularly. As a result, the refresh token or access token may expire, and email piping may stop working.

In this case, we recommend setting up an external Cron job. An external Cron service can access your website at regular intervals and trigger WordPress Cron even when your site has little or no traffic.

2. Email Piping Suddenly Stops Working

If Gmail email piping suddenly stops working, try resetting the Gmail connection:

Open the Google Account App Permissions page and make sure you are logged in with the Gmail account used for email piping.
Find and remove the Google app you created for Gmail email piping.
Go to SupportCandy → Settings → Email Piping.
Click Save & Connect. The email address you want to pipe should already be entered.
Select the Gmail account you want to use for email piping.
If you see a “This app isn’t verified” warning, click Advanced.
Click Go to [Your App] (unsafe). This warning appears because you are using your own Google app.
Click Allow to complete the connection.
Send a few test emails to the piped Gmail address.
Wait 2–3 minutes if your email piping Cron is configured to run every minute, and check whether the tickets are created.

Google Workspace Email

Milind Ighe — Fri, 26 Jul 2024 06:28:44 +0000

You can follow the below steps to import or pipe emails from your Google Workspace account.

1. Set connection in general settings

Set Gmail as a connection in Support → Settings → Email Piping → General, as shown in the below screenshot.

2. Create a Google Cloud Project

A Google Cloud project is required to use Google Workspace APIs. Click the link below to create and give the project a name. We will name it as SupportCandy.

https://console.cloud.google.com/projectcreate

Create a new google cloud project

3. Select the project

After you press the Create button in the above step, it may take up to a few minutes for the project to be available for selection. Once it is ready, select the project shown in the screenshot below.

Select the project

4. Enable Gmail APIs

Click the Menu → APIs and services → Library

Go to API Library

Search for “Gmail API” and click the result shown in the screenshot below.

Search for Gmail

Click Enable to enable the Gmail APIs, as shown in the below screenshot.

Enable the Gmail APIs

5. Setup OAuth consent screen

Select the OAuth Consent screen

Choose User Type

Insert app information

Insert Developer contact information.

Add scopes for the app, click on ADD OR REMOVE SCOPES AND select all Gmail API scopes.

Click SAVE AND CONTINUE.

6. Create new credentials

Credentials – 1

Credentials -2

Credentials – 3

Credentials -4

7. Connect to the Gmail APIs

Insert email address, client ID, and client secret. Click on Save and Connect after inserting the information.

All done! Now new emails should imported as tickets.

8. Real-time CRON setup

WordPress CRON is not reliable for consistent email piping. It only gets executed when you have the visitor on the website. You can follow the below link if you haven’t set up real-time CRON for your WordPress website.

https://www.hostgator.com/help/article/how-to-replace-wordpress-cron-with-a-real-cron-job

Microsoft Exchange

Pradeep Makone — Thu, 01 Sep 2022 12:20:38 +0000

Support → Settings → Email Piping → Microsoft Exchange

You can follow the below steps to import or pipe emails from Microsoft Exchange (Outlook Mail). However, it only supports organizational email accounts, not personal ones.

1. Set connection in general settings

Go to Support → Settings → Email Piping → General and set Microsoft Exchange under the Connection field.

2. Register an app in the Azure active directory

Your organization’s administrator should do this for the Azure portal.

1. Log in to Azure Portal and click Azure Active Directory.

2. Click New Registration under App Registration

3. Fill out the form as given below and click Register

4. We will need this Client ID for our setting later. Save this to a temporary location for now.

5. Click the Certificates & Secrets → Client secrets → New client secret

6. Fill out the form as shown below and click the Add button

7. We will need this Client Secret for our setting later. Save this to a temporary location for now.

8. Click the API permissions → Add a permission → Microsoft Graph

9. Click the Delegation permissions, and search for the Mail permissions. Select Mail.Read and Mail.ReadWrite and click Add permissions.

10. Finally, click the Grant admin consent button

3. Connect to the app

After creating the app, now it is time to connect to it.

1. Go to Support → Settings → Email Piping → Microsoft Exchange. Insert Client ID and Client Secret we saved to a temporary location in an app registration process and click Save & Connect button.

2. Pick an account within your organization that you wish to pipe to SupportCandy. e.g., support@yourdomain.com.

3. Grant the permissions as shown below and click Accept.

4. It may take a few seconds to initialize the connection, and you are done!

4. Real-time CRON Setup

https://www.hostgator.com/help/article/how-to-replace-wordpress-cron-with-a-real-cron-job

Email piping rules

Pradeep Makone — Fri, 29 Jul 2022 08:10:26 +0000

Overview

Email piping rules allow you to automatically set Ticket field values when a Ticket is created through Email Piping.
You can create rules based on the email address, forwarding email address, or words found in the email subject or body. When a rule matches, SupportCandy automatically applies the configured values to the Ticket.
For example, you can automatically set the Category to Accounts when an email comes from payment@domain.com or contains the word Payment.

Where to Find

Go to Support → Settings → Email Piping → Pipe Rules.

How It Works

When a Ticket is created through Email Piping, the email normally provides the Ticket subject and description.
Email piping rules allow you to automatically populate additional Ticket Fields and Agentonly Fields when specific conditions are matched.
A rule can check:

Forwarding email address
From email address
Has Word in the email subject or body

If multiple rules match the same email, the rule appearing first in the list is applied.

Step-by-Step Guide

Go to Support → Settings → Email Piping → Pipe Rules.
Create a new Email Piping rule.
Select the part of the email to check under Condition.
Enter the value, wildcard, or regular expression to match.
Set the required values under Ticket Fields.
Set the required values under Agentonly Fields, if needed.
Save the rule.
If you have multiple rules, arrange them in the required order.

Options / Settings

Condition
Conditions determine when an Email Piping rule should be applied.
You can use three types of matching values:

Exact value – Matches the specified value exactly.
Wildcard – Uses * to match part of a value.
Regular expression – Matches values using a regular expression.

Regular expressions must use the following format: /your-regular-expression/i
Conditions can be applied to the following email information:

Forwarding email address
Checks the email address to which the email was internally forwarded before being piped into SupportCandy.
This is useful when multiple email addresses are forwarded to one Email Piping account.

From email address
Checks the sender’s email address.
For example, payment@domain.com can be used to identify emails from a specific sender.

Has Word
Checks for a specified word or expression in the email subject or email body.
For example, the word Payment can be used to identify payment-related emails.

Ticket Fields
Defines values for fields available under Ticket Fields.
When the rule conditions match an incoming email, the configured values are automatically applied to the Ticket.

Agentonly Fields
Defines values for fields available under Agentonly Fields.
When the rule conditions match an incoming email, the configured values are automatically applied to the Ticket.

Example

Suppose you want emails related to payments to be assigned to the Accounts category.
You can create a rule with:

From email address: payment@*
Or Has Word: Payment
Ticket Fields → Category: Accounts

When an incoming email matches the condition, the Ticket is automatically assigned to the Accounts category.

Rule Priority
If more than one Email Piping rule matches the same email, SupportCandy applies the rule that appears first in the list.
To change which rule is applied first:

Go to Support → Settings → Email Piping → Pipe Rules.
Locate the required rules.
Change their order in the rule list.
Save the changes.

Notes / Tips

Email piping rules apply to Tickets created through Email Piping.
Use Forwarding email address when you need different rules for multiple forwarded email addresses.
Use From email address to match the sender of an incoming email.
Use Has Word to match words in the email subject or body.
Use * as a wildcard when an exact match is not required.
Use /your-regular-expression/i when a regular expression is required.
If multiple rules match the same email, the rule listed first takes priority.
Review the rule order when multiple rules can match the same incoming email.

Allowed user type warning

Pradeep Makone — Fri, 29 Jul 2022 08:11:44 +0000

Overview

The Allowed User Type Warning notification is sent when a non-registered user attempts to create a ticket or add a reply through email piping, while email piping is configured to allow registered users only.
This notification informs the user that their email cannot be processed because their user type is not allowed for email piping.

Where to Find

Go to Support → Email Notifications → Email Piping → Allowed User Type Warning.

How It Works

When Allowed users is set to Registered users only, emails from non-registered users cannot be imported through email piping.
In this situation, the system sends the Allowed User Type Warning notification to the sender.
If Anyone (including guest users) is selected under Allowed users, this warning is not required for non-registered users because they are allowed to create tickets or add replies through email piping.

Step-by-Step Guide

Go to Support → Settings → Email Piping → General.
Locate the Allowed users setting.
Select Registered users only to allow email piping only for registered users.
Go to Support → Email Notifications → Email Piping → Allowed User Type Warning.
Configure the notification message as required.
Save the notification settings.

Options / Settings

Allowed users
This setting determines which users can create tickets or add replies through email piping. You can find this setting at Support → Settings → Email Piping → General.

Anyone (including guest users) – Registered and guest users can create tickets or add replies through email piping.
Registered users only – Only registered users can create tickets or add replies through email piping. Non-registered users will receive the Allowed User Type Warning notification.

Example

If Allowed users is set to Registered users only and a guest user sends an email to the piped email address, the email will not create a ticket or add a reply. The user will receive the Allowed User Type Warning notification instead.

Notes / Tips

The Allowed User Type Warning applies when non-registered users are not permitted to use email piping.
Configure the allowed user type from Support → Settings → Email Piping → General → Allowed users.
Customize the warning notification from Support → Email Notifications → Email Piping → Allowed User Type Warning.

Allowed new email warning

Pradeep Makone — Fri, 29 Jul 2022 08:12:06 +0000

Overview

The Allowed New Email Warning notification is used when email piping is configured to accept reply emails only.
If a user sends an email that attempts to create a new ticket, the system can send this notification to inform the user that new tickets cannot be created through email piping.

Where to Find

Go to Support → Email Notifications → Email Piping → Allowed New Email Warning.

How It Works

When Allowed Emails is set to Reply Only Emails, email piping processes emails only when they are replies to existing tickets.
If an incoming email does not contain a valid ticket ID in the subject and therefore attempts to create a new ticket, the email is blocked and the sender receives the Allowed New Email Warning notification.

Step-by-Step Guide

Go to Support → Settings → Email Piping → General.
Locate the Allowed Emails setting.
Select Reply Only Emails.
Go to Support → Email Notifications → Email Piping → Allowed New Email Warning.
Configure the warning notification as required.
Save the notification settings.

Options / Settings

Allowed Emails
This setting determines which types of emails can be imported through email piping. You can find this setting at Support → Settings → Email Piping → General.

Reply Only Emails – Only emails that contain a ticket ID in the subject are imported as replies to existing tickets. Emails without a ticket ID are blocked, and the sender receives the Allowed New Email Warning notification.

Example

If Allowed Emails is set to Reply Only Emails and a user sends a new email without a ticket ID, the system will not create a new ticket. Instead, the user will receive the Allowed New Email Warning notification.

Notes / Tips

The Allowed New Email Warning applies when email piping is configured for reply emails only.
Configure this behavior from Support → Settings → Email Piping → General → Allowed Emails.
Customize the warning notification from Support → Email Notifications → Email Piping → Allowed New Email Warning.

Allowed reply email warning

Pradeep Makone — Fri, 29 Jul 2022 08:12:45 +0000

Overview

The Allowed Reply Email Warning notification is used when email piping is configured to create new tickets only.
If a user tries to reply to an existing ticket through email piping, the system blocks the reply and sends this notification.

Where to Find

Go to Support → Email Notifications → Email Piping → Allowed Reply Email Warning.

How It Works

When Allowed Emails is set to allow only new emails, email piping accepts emails that create new tickets.
Replies to existing tickets are not imported. The sender receives the Allowed Reply Email Warning notification instead.

Step-by-Step Guide

Go to Support → Settings → Email Piping → General.
Locate Allowed Emails.
Configure the setting to allow only new emails.
Go to Support → Email Notifications → Email Piping → Allowed Reply Email Warning.
Configure the warning notification as required.
Save the notification settings.

Options / Settings

Allowed Emails
Controls which types of emails can be imported through email piping.
When email piping is configured for new emails only, users cannot use email piping to reply to existing tickets.

Example

If email piping is configured to create new tickets only and a customer replies to an existing ticket by email, the reply will not be imported. The customer will receive the Allowed Reply Email Warning notification.

Notes / Tips

Use Allowed Reply Email Warning when email piping is intended only for creating new tickets.
Configure the email piping behavior from Support → Settings → Email Piping → General → Allowed Emails.
Customize the warning notification from Support → Email Notifications → Email Piping → Allowed Reply Email Warning.

The structure and writing style above follow the uploaded SupportCandy documentation guidelines, including short sections, clear navigation paths, actionable steps, and consistent terminology.

Closed ticket warning

Pradeep Makone — Fri, 29 Jul 2022 08:13:12 +0000

Overview

The Closed Ticket Warning notification is sent when a user replies to a closed ticket through email piping while replying to closed tickets is disabled.
This notification informs the user that their reply cannot be processed because replies to closed tickets are not allowed.

Where to Find

Go to Support → Email Notifications → Email Piping → Closed Ticket Warning.

How It Works

When Allow reply to closed tickets is disabled, users cannot reply to closed tickets through email piping.
If a user attempts to reply to a closed ticket by email, the system sends the Closed Ticket Warning notification.

Step-by-Step Guide

Go to Support → Settings → Miscellaneous → Advanced.
Locate Allow reply to closed tickets.
Disable the setting to prevent users from replying to closed tickets.
Go to Support → Email Notifications → Email Piping → Closed Ticket Warning.
Configure the warning notification as required.
Save the notification settings.

Options / Settings

Allow reply to closed tickets Controls whether users can reply to closed tickets.

Enabled – Users can reply to closed tickets.
Disabled – Users cannot reply to closed tickets. When a user attempts to reply through email piping, the Closed Ticket Warning notification is sent.

Example

If Allow reply to closed tickets is disabled and a user replies to a closed ticket through email piping, the system will not process the reply and will send the Closed Ticket Warning notification.

Notes / Tips

The Closed Ticket Warning applies when replying to closed tickets is disabled.
Configure Allow reply to closed tickets from Support → Settings → Miscellaneous → Advanced.
Customize the warning notification from Support → Email Notifications → Email Piping → Closed Ticket Warning.