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.
Email Server Configuration
Below we outline how to configure sub-address support on various system environments, please read the appropriate section for your server.
cPanel
Minimum required cPanel version: 58+
Sub-address support was only implemented in cPanel 58. After enabling sub-addresses in SupportPal, please perform the below steps for each of your department e-mail addresses:
- Go to Global Email Filters under the Email section.
- Click on 'Create a New Filter' and give the filter a name.
- Under Rules, add an entry for each email address you have, setting the first dropdown to 'To', second dropdown to 'matches regex' and enter '
email\+.+@domain.com' in the text box where you replace 'email' and 'domain.com' with what's relevant for your email address, the example is for email@domain.com. Additional entries can be added by clicking the + on the right hand side, and the email addresses can be in any order. - Under Actions, select 'Pipe to a Program' in the dropdown and enter the path to your pipe file, e.g. '/home/domain/public_html/support/pipe'.
- Ensure your pipe file is set to CHMOD 755.