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. You can use IMAP, GMail or Microsoft Exchange emails to pipe. 

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. The options are as follow:

  1. All Emails: Your email piping imports all emails including new ticket emails and replies.
  2. New Emails Only: It will import only new emails as a new ticket. If anyone sends a reply to the existing ticket, it will get blocked. If anyone replies to the notification for the ticket then he will receive a notification that replies are not allowed. You can configure the notification at Support > Email Notifications > Email Piping > Allowed email reply warning.
  3. Reply Only Emails: It will import reply emails only. This setting finds the ticket id in each email subject and adds it to that particular ticket as replies. If any email does not have a ticket id in the subject then it will get blocked and sender will receive a notification. You can configure this notification at Support > Email Notifications 
    > Email Piping > Allowed new email warning.

Allowed users

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

  1. Anyone (including guest users): If selected anyone can create a ticket or add a reply using email piping including the guest users. 
  2. Registered users only: If selected only registered users can create tickets or add replies. If non-registered users send emails to the piped email address then they will receive a notification indicating that new tickets or replies can not be created using email piping for non-registered users. You can configure this notification at Support > Email Notifications 
    > Email Piping > Allowed user type warning.

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.

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

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 creating tickets or replies by adding them to the following list. 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 with particular subject from creating ticket or replies by adding them to the following list. 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.

    1. 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.

    1. 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.

For example, you have a dedicated email for contact that is contact@yourdomain.com to which most of your customers send emails for general communication. However, there are some other emails for dedicated departments, such as marketing@yourdomain.com, sales@yourdomain.com, and hr@yourdomain.com. Now you want to pipe(create tickets or replies) all the emails received on these emails then you need to enable the forwarding in your mail client from these email addresses to your dedicated(piped with SupportCandy) email address which is contact@yourdomain.com.

Also, list those emails in this setting as forwarding email addresses.

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

If you enabled the email forwarding settings and you have multiple email addresses to communicate then it is required to send email notifications from the same email to which the user sends emails to create a ticket. For example, you have one forwarding email that is sales@yourdomain.com. Now one user sends an email to this address to create a ticket. The user is expecting a notification from the same address that sales@yourdomain.com so enable this setting to notify your users using the same address.

If enabled, it will block emails with the same subject and body received within 5 minutes. For example, if anyone spams you and sends the same email multiple times within 5 minutes, then only the first email will be imported as a ticket then the rest email will be blocked by being considered spam. 

Logs are created for every imported email and available at Support > Settings > Email Piping > Email Logs. These logs will be deleted after selected time period. 

What are your feelings