Setting Up the Incoming Emails are Converted to Support Tickets on osTicket

Configure osTicket POP3/IMAP Settings

osTicket allows you to setup unlimited number of email addresses to handle all your company’s mail accounts and email communication. Incoming emails are converted to support tickets allowing you to easily manage, organize and archive all emailed support requests in one place.

So today We will discuss how to setting the incoming emails are converted to support tickets. As previous, we have seen how to configure osTicket Support Ticket System, refer below link.

Setting up osTicket Support Ticket System.

In our demonstration, We will use an external POP3/IMAP(yahoo Email) account on a testing basis, retrieve email messages and convert them to tickets.

Configure the Auto response mail to the User on new ticket the steps are:

1) Allow Maximum open tickets and enable Auto Response.

Before setting up the fetching and sending emails, We need to enter the maximum number of tickets a user is permitted to have open in helpdesk. Click on Agent Panel => Settings => Tickets” then enter maximum open tickets and Click “save” button, refer below screenshot.

Note: Enter “0” if you prefer to disable  this limitation.

Then Click on “Autoresponder” option. Enable the “New ticket” option, it will autoresponse to be sent to the User on new ticket. You will also enable the “New Message” confirmation option, it will sent the confirmation notice when anew message is appended to existing ticket, refer below screenshot.

2) Setting up of Fetching and Sending Emails.

On the next Step, You will setting up the Fetching emails using IMAP/POP3 and sending emails via SMTP. Go to Agent Panel => Emails” and click on email address,  refer below screenshot.

Then enter the Email login information(in our case we are using yahoo email for testing purpose),refer below screen shot.

Now we need to provide IMAP/POP3 and SMTP server setting(In our case we are using Yahoo Mail for IMAP/POP3 and SMTP server setting). Enter the Hostname and port number for your mail server then select the Mail Box Protocol, Enter how often, in minutes, the system will poll the mail box and then enter the number of emails processed at one time.

As above screen shot, The Fetched Emails option decide:

  • Move to Folder: This will backup your email from the INBOX to a folder you specify. If the folder does not yet exist on the server, the system will attempt to automatically create it. (Recommended)
  • Delete Emails: This will delete your email from the INBOX once it is processed.
  • Do Nothing: This will leave emails in your INBOX. The system will record the message ids of your email and attempt not to refetch it. However, this option may cause duplicate tickets to be created. (Not Recommended)

IMAP/SMTP  server settings have been saved after Click on “save” option.

Remember: If you have SELinux enabled on your system. Change the state of SELinux to “permissive”.

[root@dbserver ~]# getenforce
[root@dbserver ~]#

Remember: In our case, We Disable apps that use less secure sign-in. The steps are;

  • Sign in to Yahoo Mail.
  • Go to your “Account security” settings.
  • Turn off Allow apps that use less secure sign in.

3) Enable Email Fetching option.

After successfully configured of IMAP/POP3 and SMTP server setting. we need to allow IMAP/POP polling for configured and enabled Mail Boxes and enable Fetch Emails using Auto-cron, refer below screenshot.

After then click on “save” button.

You have successfully configured Auto response mail to the User on new ticket. Now, it time to check the autoresponder emails are converted to support tickets or not. As below screenshot, We send the test mail (or raise the ticket)to  autoresponder mail(i.e

Now, Go to Profile=> Tickets” and check the Open tickets status.

Note: As above, We set the 3 minute Fetch Frequency, which will define the average delay in receiving an Auto-Response after a User sends an email to this mail box.

Now check your mail box where you raised the ticket.

Hope this post will help Linux/Unix beginners. Please share you feedback and Comments. Stay tune for more updates with …!!!

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