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Email to Ticket – Traditional

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The “Email to Ticket – Traditional” feature in Support Genix allows you to streamline customer inquiries by converting incoming emails into tickets. This feature ensures efficient management of support requests and improved team productivity.

Benefits: #

✅ Efficient Ticket Management: Automatically create tickets from emails for better organization.
✅ Improved Responsiveness: Enable faster response times by centralizing email inquiries.
✅ Enhanced Categorization: Assign specific categories to emails for targeted handling.
✅ Unlimited Mailboxes: Create multiple mailboxes for various teams like support, sales, or technical.
✅ Customizable Protocols: Configure secure email protocols (SSL, TLS, START-TLS) for added flexibility.

Steps to Enable Email-to-Ticket – Traditional #

Step 1: Adding a New Mailbox #

  1. Navigate to WordPress Dashboard > Support Genix > Settings > Email to Ticket > Traditional.
  2. Click the Add New button to create a new mailbox.
  3. Fill in the required details:
    • Host: Enter the IMAP/POP hostname (e.g., imap.domain.com).
    • Port: Provide the port number (commonly 993 for IMAP).
    • User Email: Add the email address you want to connect.
    • User Password: Provide the corresponding password for the email.
    • Secure Protocol Type: Choose between SSL, TLS, or START-TLS.
    • Category: Attach the mailbox to a specific ticket category (e.g., Technical Support).
    • Status: Ensure the toggle is set to Active.
Email to Ticket
Step 2: Configuring Cron Job #

To ensure automated email fetching, set up a cron job using the provided command in the Mailbox settings.

  1. Navigate to Settings Icon in the Mailbox panel.
  2. Copy the provided cron job command.
  3. Configure the cron job on your server using wget or curl commands.Example commands:
wget --no-check-certificate --quiet -O /dev/null https://yourdomain.com/wp-json/apbd-wps/v1/cron/email-to-ticket

OR

curl --silent --location --request GET https://yourdomain.com/wp-json/apbd-wps/v1/cron/email-to-ticket
Configuring Cron Job

Unlimited Mailboxes #

Support Genix enables you to create multiple mailboxes for different departments:

There is no limit to the number of mailboxes you can create, providing flexibility for diverse operational needs.

Managing Existing Mailboxes #

  • Edit Mailbox: Click the Edit Icon in the mailbox panel to update settings.
  • Delete Mailbox: Click the Trash Icon to remove a mailbox.
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