Email Piping / Auto Importing Tickets

📂 Category: Support

Email Piping is a feature in Buscoou PRO that allows you to automatically open or reply to tickets via email. This ensures that customer inquiries sent via email are directly converted into support tickets.

Choosing the Right Method for Auto Importing Tickets

⚠️ You must configure only one method: Either cPanel Forwarders or IMAP.

1️⃣ Create a unique email account for each support department.
2️⃣ Navigate to Setup -> Support -> Departments and enter the email address for the department.

IMAP Method (Recommended for Auto Importing Tickets)

📌 How It Works:

• IMAP directly reads emails and imports them as tickets.
• The cron job must be set up to check for new emails every 5 minutes.
• Only unread emails are processed to prevent duplicate imports.
• If "Delete after import" is not checked, emails will be marked as READ instead of being deleted.

📌 Steps to Configure IMAP Auto Import:

1️⃣ Ensure Your PHP Build Supports IMAP – IMAP must be enabled in your PHP environment.
2️⃣ Create a unique email account for each department (aliases are not supported).
3️⃣ Go to Setup -> Support -> Departments and add the IMAP credentials.
4️⃣ Click "Test IMAP Connection" to verify the connection.
5️⃣ If using Gmail, check the following:

• Verify your domain (if using Google Apps).
• Enable IMAP in your Gmail settings.
• Ensure Less Secure Apps is enabled.
• Use imap.gmail.com as the IMAP server.
• Enable SSL encryption.
  6️⃣ Control spam emails via Setup -> Support -> Spam Filters.

Testing Email Piping

✅ For IMAP auto-importing, wait 5 minutes for the cron job to run.
✅ Send a test email from a non-staff email address.
✅ Check if a new ticket is created in Buscoou PRO.

📌 Troubleshooting:

• If no ticket is created, go to Utilities -> Ticket Pipe Log to check for errors.
• If the message is not listed in the log, the forwarder may not be configured correctly.
• "Ticket ID Not Found" Error? This means you attempted to create a ticket using a staff email.
  • Staff members can only reply to tickets, not create new ones.

Why Use Email Piping?

✅ Automates ticket creation – No need for manual entry.
✅ Centralizes support requests – All tickets are logged in Buscoou PRO.
✅ Reduces response time – Ensures quick customer service.

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