Email Channel
The email channel is used to handle all incoming emails in to new tickets and replies.
Settings
| Setting Name | Description |
|---|---|
| Default Priority | The priority that is set on all new tickets opened by email. This is set to 'Low' by default on a new installation. |
| Prioritise Reply-To | If you accept emails from automated systems that use a 'Reply-To' email header, you can use that email header to decide the user on a new ticket instead of the 'From' email header that is normally used. Also used to store CC email addresses on ticket replies. |
| Enable Sub-addresses | This will create a unique sub-address for each ticket that is set as the Reply-To address on all outgoing email. Enabling this will allow you to remove the ticket number from the subject of email templates. Feature dependent on email server subaddress support, see Sub-Address Configuration below. |
Sub-Address Configuration
Email Server Support
The 'Enable Sub-addresses' setting is dependent on your email server having sub-address support. Please verify this before enabling otherwise emails in reply to tickets may not be correctly imported and instead create a new ticket.
The 'Enable Sub-addresses' setting is dependent on your email server having sub-address support. Please verify this before enabling otherwise emails in reply to tickets may not be correctly imported and instead create a new ticket.
Sub Address Delimiter
By default, SupportPal uses '+' as the sub-address delimiter, for example: support+284@company.com. It is possible to change the delimiter by setting the 'sub_address_delimiter' configuration option in a /config/production/email.php file, for more details please read: Updating Config Files.