SupportCandy Email Piping

Description

Simplify ticket management with Email Piping extension from SupportCandy. Enable customers to create and reply to tickets directly from their email inboxes.

Email piping allows customers and agents to create and reply to tickets directly from their email inboxes. This will save a lot of time for your customers to visit your website every time, log in to their account, and then create a new ticket or reply to the existing tickets. Because of this, the chance of customers getting back the tickets will be increased.

How does it work?

For example, you are using [email protected] to send email notifications of the tickets. You will need to set up an email piping connection of the same email account.

  • When anyone emails this account, a new ticket will automatically be created.
  • The customer (ticket creator) receives email notifications for ticket confirmation, replies added by agents, any modifications done to the tickets, etc. When the customer replies to such email notifications, it will be imported to subsequent tickets as a reply.
  • The agents receive email notifications for new tickets added, customer replies, any modifications done to the ticket, etc. Agents can also reply to these email notifications from their inboxes to add a reply to subsequent tickets.

Piping Methods

There are three methods available for piping connection.

  1. Basic IMAP authentication
  2. Gmail API
  3. Microsoft Exchange API

IMAP is the most popular way of piping incoming emails. Unfortunately, Google and Microsoft do not allow basic IMAP authentication, so we have implemented an API-based email piping connection for them which will take less than 5 minutes to set up.

Pipe multiple email accounts

It is possible if your organization has more than one email address to communicate with customers, and you wish to pipe them all with SupportCandy. In this case, you will need to forward all emails from the rest of the email accounts to the one already piped. Also, list them within the email piping setting as forwarding email addresses.
You can also enable further email notifications of the tickets sent from the original forwarding address. For example, if you are forwarding emails from [email protected] to [email protected] (piping address) and this setting is enabled, email notifications of the ticket created for this email will be sent from [email protected] and not from [email protected].

Piping Rules

The piping rule enables you to set predefined ticket fields based on conditions you set on forwarding email addresses, sender email address, and keywords matching the subject and body of the incoming email.
For example, if the email subject or body has the keyword “Urgent”, you may wish to set the priority of the ticket being created to “High”.
You can use exact matching, wildcard matching, or regular expressions for every condition.

Additional Settings

  • Allowed emails: Set if you wish to pipe only new emails, only reply emails, or both.
  • Allowed users: Set if you want to pipe emails from registered users or all.
    Email body preference: Set whether you prefer HTML or text email body to the pipe.
  • Import CC: You can keep the CC emails in the loop by enabling import CC as additional recipients.
  • Block emails: You can block the emails from piping by subject and the sender’s email address. You can use exact matching, wildcard characters, or regular expressions for matching conditions.

Changelog:

V 3.1.6 (12/12/2023)

  • Fix: Microsoft exchange email piping not working

V 3.1.5 (07/12/2023)

  • Fix: Creating duplicate new tickets/replies
  • Fix: Reply of additional recipients does not pipe
  • Fix: PHP notice fixes

V 3.1.4 (25/09/2023)

  • Fix: Duplicate tickets in IMAP
  • Fix: Inline images are not showing in Gmail piping

V 3.1.3 (10/07/2023)

  • Fix: Exchange email piping refresh token expire after 90 days

V 3.1.2 (18/05/2023)

  • Fix: Links are removed from the ticket reply
  • Fix: Validation added

V 3.1.1 (27/03/2023)

  • New: Copy/paste images in the email body added as an attachment
  • New: Compatibility with PHP 8.1 version
  • Fix: Unable to download attachments if the server is changed
  • Fix: Installation issue on some servers

V 3.1.0 (02/03/2023)

  • Fix: Signature not added for agent reply
  • Fix: Forwarding From Email setting not working
  • Fix: Import To email addresses as additional recipients
  • Fix: Open ticket visibility issue for some emails
  • Fix: Ticket status does not change when the customer replies to ticket
  • Fix: Last reply by is not updating

V 3.0.9 (18/01/2023)

  • Fix: Microsoft exchange connection issue

V 3.0.8 (16/01/2023)

  • Fix: Does not create a user for guest users even \”Register user if not exist\” is enabled.

V 3.0.7 (23/11/2022)

  • Fix: Contact form 7 not working for gmail piping
  • Fix: Attachments with same name not piping
  • Fix: Emails from the piping address getting piped
  • Fix: Emails without the subject not getting pipied
  • Fix: Embedded images not working in few cases
  • Fix: License activation error

V 3.0.6 (28/10/2022)

  • Fix: The email body attachments not uploading for Microsoft exchange piping.

V 3.0.5 (14/10/2022)

  • Fix: Extra HTML added in ticket replies for outlook emails
  • Fix: CC emails are not importing in the ticket
  • Fix: Open ticket visibility issue for some emails

V 3.0.4 (02/09/2022)

  • New: Support for Microsoft Exchange

V 3.0.3 (22/08/2022)

  • Fix: Contact form 7 emails not piping by customer emails
  • Fix: Piping address email notification prevented to avoid looping
  • Fix: Ticket status not changing after agent reply via email piping

V 2.1.9 (23/03/2022)

  • Fix: Ticket is not created if ticket subject has emoji

V 2.1.8 (04/02/2022)

  • Fix: From email in email notification to customer setting not selecting correct from address
  • Fix: Email piping rule \”Has word\” does not work for email body

V 2.1.7 (05/01/2022)

  • Fix: Compatibility with SupportCandy version 2.2.7

V 2.1.6 (04/03/2021)

  • Tweak: Restrict reply setting enabled for closed group
  • Tweak: Setting to enable/disable Close ticket warning email & Allowed User type warning email
  • Tweak: Email piping rule \”Has word\” setting made case insensitive
  • Tweak: Check email piping connection status once a day

V 2.1.5 (28/12/2020)

  • Fix: Creating loop if From address is same as email piping address
  • Fix: Conditional assign agent rules not working if ticket created using email piping
  • Fix: Gmail piping not working in a few cases

V 2.1.4 (28/10/2020)

  • Tweak: TLS encryption option added
  • Fix: Does not import email body in Gmail Piping

V 2.1.3 (11/08/2020)

  • Tweak: Add From email address in email piping rule setting
  • Fix: Showing incorrect To and From emails if To has multiple emails

V 2.1.2 (03/07/2020)

  • Fix: Email piping rule does not work if piping email address added in bcc
  • Fix: Ticket status get changed after reply to a closed ticket

V 2.1.1 (14/05/2020)

  • Fix: \”From email in email notification to customer\” email piping setting not working for assign agent, change category, change priority, change status, delete ticket, submit note emails
  • Fix: Attached files are missing in reply

V 2.1.0 (04/04/2020)

  • Fix: User can\’t register when ticket created through piping

V 2.0.9 (17/02/2020)

  • Fix: PHP Warning: imap_open(): Couldn\’t open stream fixed
  • Translation for Chinese (China), Danish added

V 2.0.8 (08/01/2020)

  • Fix: New emails not getting piped.

V 2.0.7 (08/01/2020)

  • Tweak: Allow rich text editor setting using which you can either allow or disallow guest or register the functionality of rich text editor.
  • Fix: License issue fixed

V 2.0.6 (18/11/2019)

  • Tweak: Additional Users option added in email piping rule

V 2.0.5 (09/10/2019)

  • Tweak: Emails will get send in the background which will improve the loading speed
  • Fix: Skip email by which fatal error occurred
  • Fix: Random ticket id setting not working

V 2.0.4 (30/08/2019)

  • Tweak: Import CC as additional recipients
  • Fix: Email piping setting not connected when < is used in password
  • Language added: Hebrew, Romanian(Romania), Russian

V 2.0.3 (01/08/2019)

  • Fix: Custom field order not showing correctly in the setting.
  • Fix: isUrlEncoded function definition does not exist

V 2.0.2 (06/06/2019)

  • Tweak: Auto response email to the customer if the reply to close ticket is not allowed.
  • Tweak: Setting to decide which type of mail should pipe, new/reply/both.
  • Tweak: Add regular expression patterns in email piping rule setup.

V 2.0.1 (17/04/2019)

  • Tweak : Condition improvements. Now you can add conditions for all possible custom fields (text based and options based)
  • Tweak : From email in email notification to customer. If set Original, email address to which customer sent an email originally will be used as From email in an email notification to customer for the ticket created.

V 2.0.0 (04/04/2019)

  • SupportCandy 2.0.0 compatibility
  • Fix : Reply from email piping add username of email client instead of wordpress

V 1.0.9 (25/01/2019)

  • Fix: HTML Only or Text Only email not piped correctly.

V 1.0.8 (18/01/2019)

  • Fix : Email notifications are not sending in ticket is created using Gmail piping
  • Tweak : Set whether you want to accept email as text or html format.

V 1.0.7 (14/01/2019)

  • Fix : Extra history get attached to ticket reply

V 1.0.6 (08/01/2019)

  • Fix : Ticket thread shows unwanted character strings
  • Fix : Ignore Emails setting not working
  • Translation for Spanish(Spain), Spanish(Maxico), Spanish(Argentina), Italian(Italy), Japanese, Portuguese(Portugal), Brazilian Portuguese added

V 1.0.5 (25/10/2018)

  • Fix : EP rules does not work if multiple conditions are added in Has Word

V 1.0.4 (19/10/2018)

  • Fix : Conditional Assign Agent not correctly assigning agents

V 1.0.3 (1/10/2018)

  • Tweak : Translation for Greek (Greece) added
  • Fix : Licence issue fixed

V 1.0.2 (15/09/2018)

  • Tweak : Username setting added in IMAP piping setup
  • Fix : Ignore email setting not working
  • Translation for Dutch (Netherlands)

V 1.0.1 (31/08/2018)

  • Tweak : IMAP email piping available
  • Tweak : Email piping rules
  • Tweak : Debug mode setting
  • Tweak : Translation for French(France), German(Germany), Turkish(Turkey) added

V 1.0.0 (15/08/2018)

  • Initial Release

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