How to Configure Multiple Mailboxes for Email-to-Ticket

Connect multiple email addresses to Support Genix so emails sent to different addresses (e.g., billing@, tech@, sales@) automatically create tickets in the right categories. This is a Pro feature.

Overview

Support Genix supports two methods for converting emails into tickets:

Method	How It Works	Best For
Modern (Recommended)	Uses Support Genix’s hosted email service. Emails are forwarded to a generated address and processed via webhook.	Easy setup, no server configuration needed.
Traditional (IMAP)	Connects directly to your email server via IMAP/POP3 and polls for new messages.	Full control, works with any email provider.

You can add unlimited mailboxes of either type — or mix both methods.

Adding a Modern Mailbox

Go to Support Genix > Settings > Email to Ticket > Modern.

1. Click Add New Mailbox.
2. Fill in:

Field	Description
Title	A friendly name (e.g., “Billing Support”, “Tech Team”)
Connected Email	Your actual email address (e.g., [email protected])
Send From	Choose whether replies are sent from the connected email or your default site email
Use Title	Include the mailbox title in ticket subject lines
Attach With Category	Automatically assign tickets from this mailbox to a specific category
Choose Category	Select the category (required if Attach With is enabled)

1. Accept the Privacy Policy / Terms.
2. Click Save.

The system generates a unique inbound email address (e.g., [email protected]). Set up email forwarding from your actual email address to this generated address.

Setting Up Email Forwarding

In your email provider (Gmail, Outlook, etc.):

1. Go to your email forwarding settings.
2. Add a forwarding rule to send all incoming emails to the generated Support Genix address.
3. Test by sending an email to your support address — it should create a ticket.

Adding a Traditional (IMAP) Mailbox

Go to Support Genix > Settings > Email to Ticket > Traditional.

1. Click Add New Mailbox.
2. Fill in:

Field	Description	Example
Title	Friendly name	“Tech Support Inbox”
Host	IMAP server address	imap.gmail.com
Port	Server port	993 (IMAP SSL)
Secure Protocol	Enable SSL/TLS	Yes
Protocol Type	Encryption type	SSL, TLS, or START-TLS
User Email	Email address / login	[email protected]
User Password	Email account password or app password	*********
Send From	Reply sender address	Connected email or site default
Use Title	Include mailbox title in subjects	Yes/No
Attach With Category	Auto-categorize tickets	Yes/No
Choose Category	Target category	“Technical Support”

1. Click Save.

Common IMAP Settings

Provider	Host	Port	Protocol
Gmail	imap.gmail.com	993	SSL
Outlook / Office 365	outlook.office365.com	993	SSL
Yahoo Mail	imap.mail.yahoo.com	993	SSL
Custom / cPanel	mail.yourdomain.com	993	SSL

Gmail users: You need to use an App Password instead of your regular password. Go to Google Account > Security > App Passwords to generate one.

Setting Up Cron for Traditional Method

Traditional mailboxes need a cron job to periodically check for new emails:

Using wget:

*/5 * * * * wget --no-check-certificate --quiet -O /dev/null "https://yoursite.com/wp-json/apbd-wps/v1/cron/email-to-ticket"

Using curl:

*/5 * * * * curl --silent --location --request GET "https://yoursite.com/wp-json/apbd-wps/v1/cron/email-to-ticket" > /dev/null 2>&1

This checks all active Traditional mailboxes every 5 minutes.

Managing Multiple Mailboxes

Example Multi-Mailbox Setup

Mailbox	Email	Method	Auto-Category
Billing	[email protected]	Modern	Billing
Technical	[email protected]	Modern	Technical Support
Sales	[email protected]	Traditional (IMAP)	Sales Inquiries
General	[email protected]	Modern	General

Activating and Deactivating

• Toggle the Status switch on any mailbox to activate or deactivate it.
• Deactivated mailboxes stop processing new emails but existing tickets remain.
• You cannot have two active mailboxes with the same email address.

Transferring Tickets Between Mailboxes

Before deleting or deactivating a mailbox, you can transfer its tickets to another mailbox:

1. Click the Transfer action on the mailbox you want to decommission.
2. Select the destination mailbox.
3. All tickets from the source mailbox are reassigned to the destination.

This preserves ticket history while changing the mailbox association.

Deleting a Mailbox

1. Click Delete on the mailbox.
2. If tickets exist for this mailbox, you’ll be prompted to transfer them first.
3. Confirm deletion.

How Mailbox Routing Works

When an email arrives:

1. The system identifies which mailbox received the email.
2. If Attach With Category is enabled, the ticket is automatically assigned to the configured category.
3. If the sender’s email matches an existing user, the ticket is created under their account.
4. If no matching user exists, a guest account is created (if guest registration is allowed).
5. If the sender already has an open ticket, the email becomes a reply on that ticket instead of creating a new one.

Filtering Tickets by Mailbox

In the ticket list, use the Mailbox filter dropdown to show only tickets that came from a specific mailbox. This helps you:

• See the volume each mailbox handles.
• Identify which email address generates the most tickets.
• Manage workload by mailbox source.

Tips

• Use categories for routing. Set each mailbox to auto-assign a category, then use assignment rules to route tickets to the right agents.
• Use descriptive titles. Mailbox titles like “Billing Support” make it easy to identify ticket sources.
• Monitor regularly. Check that all mailboxes are processing emails. Look at the debug log if emails aren’t converting to tickets.
• One email, one mailbox. Don’t configure the same email address in multiple active mailboxes.

Troubleshooting

Emails Not Creating Tickets

• Modern method: Verify email forwarding is set up correctly. Send a test email and check if it reaches the generated Support Genix address.
• Traditional method: Check IMAP credentials (host, port, password). Use the cron URL in a browser to trigger a manual check.
• Check the debug log for processing errors.
• Rate limiting: Support Genix limits email-to-ticket creation to 2 tickets per 10 minutes per user to prevent spam loops.

Authentication Errors (Traditional)

• Gmail requires an App Password (not your regular password).
• Outlook may require enabling IMAP access in account settings.
• Ensure the port and protocol type match your email provider’s requirements.

Related Docs

• Email to Ticket (Recommended Method)
• Set Up Gmail Forwarding
• Troubleshooting Common Issues