{"id":19416,"date":"2026-11-10T12:50:40","date_gmt":"2026-11-10T12:50:40","guid":{"rendered":"https:\/\/truehost.com\/support\/?post_type=docs&#038;p=19416"},"modified":"2026-11-12T06:50:05","modified_gmt":"2026-11-12T06:50:05","password":"","slug":"turning-support-emails-into-tickets","status":"publish","type":"docs","link":"https:\/\/truehost.com\/support\/knowledge-base\/turning-support-emails-into-tickets\/","title":{"rendered":"Turning Support Emails into Tickets"},"content":{"rendered":"\n<p>Many clients would rather email a support address than sign in to a hosting account or open a ticket manually. For a reseller, that means support requests arrive in an ordinary inbox, where they are easy to miss, hard to track and difficult to share with a team.<\/p>\n\n\n\n<p>The Truehost Reseller Panel can connect a support mailbox to a ticket department. Eligible emails sent to that mailbox become support tickets, and replies are added to the right ticket automatically.<\/p>\n\n\n\n<p>Your clients can simply email your support address. Every eligible message becomes a support ticket, and replies are added to the correct ticket automatically.<\/p>\n\n\n\n<p>This gives you:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Easier communication for clients, who do not need to sign in to ask for help.<\/li>\n\n\n\n<li>Automatic ticket creation.<\/li>\n\n\n\n<li>Automatic association of replies with existing tickets.<\/li>\n\n\n\n<li>Less manual work for you.<\/li>\n\n\n\n<li>Better organisation of customer support requests.<\/li>\n<\/ul>\n\n\n\n<p>Not every email is guaranteed to become a ticket. This article explains the conditions and exceptions, so you can set things up correctly and know what to expect.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How Email-to-Ticket Works<\/strong><\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>A client sends an email<\/strong> to your support mailbox.<\/li>\n\n\n\n<li><strong>Your email provider receives it.<\/strong> The message waits in the mailbox on your provider&#8217;s mail server.<\/li>\n\n\n\n<li><strong>The panel checks the mailbox every five minutes.<\/strong><\/li>\n\n\n\n<li><strong>The panel identifies the message<\/strong> and determines whether it should be imported.<\/li>\n\n\n\n<li><strong>An eligible new email becomes a support ticket<\/strong> in the department connected to that mailbox.<\/li>\n\n\n\n<li><strong>A reply with the correct ticket reference is added to the existing ticket<\/strong> instead of creating a new one.<\/li>\n\n\n\n<li><strong>The client can keep communicating by email.<\/strong> They can reply directly to the ticket notification emails they receive.<\/li>\n<\/ol>\n\n\n\n<p>The panel uses the ticket reference in the email subject to find the right ticket. It looks like this:<\/p>\n\n\n\n<p>[Ticket #123456]<\/p>\n\n\n\n<p>The number above is only an example. Real ticket numbers will differ.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Before You Start<\/strong><\/h2>\n\n\n\n<p>Have these details ready before you connect your support mailbox.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Requirement<\/strong><\/td><td><strong>Example<\/strong><\/td><\/tr><tr><td>Protocol<\/td><td>IMAP (recommended) or POP3<\/td><\/tr><tr><td>Incoming mail server<\/td><td>mail.yourbrand.co.ke<\/td><\/tr><tr><td>Port and encryption<\/td><td>993 with SSL for IMAP; 995 with SSL for POP3<\/td><\/tr><tr><td>Username<\/td><td>Usually the full email address<\/td><\/tr><tr><td>Password<\/td><td>The mailbox password<\/td><\/tr><tr><td>Support mailbox<\/td><td>For example, support@yourbrand.co.ke<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>A few points to understand:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>IMAP and POP3<\/strong> are protocols (sets of rules) used to retrieve email from a mail server.<\/li>\n\n\n\n<li><strong>IMAP is recommended<\/strong> for this integration.<\/li>\n\n\n\n<li><strong>Server settings come from your email hosting provider &#8211;<\/strong> The examples above are illustrations. Providers do not all use the same hostnames or configuration, so check your provider&#8217;s documentation.<\/li>\n\n\n\n<li><strong>The credentials must be correct &#8211;<\/strong> The panel cannot read the mailbox if the username or password is wrong.<\/li>\n\n\n\n<li><strong>The mailbox should be dedicated to support &#8211;<\/strong> The next section explains why.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Important: Use a Dedicated Support Mailbox<\/strong><\/h2>\n\n\n\n<p>Use a mailbox that exists only for importing support email. Do not use it as an ordinary personal or business inbox.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>IMAP behaviour<\/strong><\/h3>\n\n\n\n<p>The panel imports <strong>unread<\/strong> messages and marks them as read.<\/p>\n\n\n\n<p>If someone opens a message in Outlook, webmail, or another mail application before the panel imports it, the message may not be imported. That support request could then be missed.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>POP3 behaviour<\/strong><\/h3>\n\n\n\n<p><strong>Every imported message is deleted from the mailbox.<\/strong><\/p>\n\n\n\n<p>In simple terms, once the panel imports a message, the copy on the mail server is gone. If the mailbox is also your everyday inbox, you could lose emails you wanted to keep.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Why a dedicated mailbox matters<\/strong><\/h3>\n\n\n\n<p>A dedicated support mailbox keeps messages from being accidentally read or deleted before the panel processes them. Let the panel handle incoming messages and work on them as tickets.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to <strong>Connect the Support Mailbox<\/strong><\/h2>\n\n\n\n<p>You connect the mailbox to a ticket department.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Log in<\/strong> to the Truehost Reseller Panel.<\/li>\n\n\n\n<li><strong>Go to Setup \u2192 Ticket Departments.<\/strong><\/li>\n\n\n\n<li><strong>Find the department<\/strong> that should receive these emails, for example, <strong>General<\/strong>.<\/li>\n\n\n\n<li><strong>Click Edit.<\/strong><\/li>\n\n\n\n<li><strong>Tick Enable mail import (email piping).<\/strong><\/li>\n\n\n\n<li><strong>Enter the incoming email settings<\/strong> from the table below.<\/li>\n\n\n\n<li><strong>Set the sender restrictions<\/strong> (<strong>Accept mail from unknown senders<\/strong> below).<\/li>\n\n\n\n<li><strong>Save the changes.<\/strong><\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Mail import fields<\/strong><\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Field<\/strong><\/td><td><strong>What to enter<\/strong><\/td><\/tr><tr><td>Protocol<\/td><td>IMAP or POP3<\/td><\/tr><tr><td>Encryption<\/td><td>SSL or STARTTLS<\/td><\/tr><tr><td>Mail Server Host<\/td><td>The incoming mail server provided by the email host<\/td><\/tr><tr><td>Port<\/td><td>Leave empty to use the default, or enter the correct port<\/td><\/tr><tr><td>Username<\/td><td>The mailbox login<\/td><\/tr><tr><td>Password<\/td><td>The mailbox password<\/td><\/tr><tr><td>Folder<\/td><td>INBOX, unless the email provider specifies otherwise<\/td><\/tr><tr><td>Delete messages from the mailbox after import<\/td><td>Configure according to the desired mailbox behaviour<\/td><\/tr><tr><td>Accept mail from unknown senders<\/td><td>Enable if people without client accounts should be allowed to create tickets<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Default ports<\/strong><\/h3>\n\n\n\n<p>If you leave <strong>Port<\/strong> empty, the panel may use a default port based on your protocol and encryption:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Protocol<\/strong><\/td><td><strong>Encryption<\/strong><\/td><td><strong>Default port<\/strong><\/td><\/tr><tr><td>IMAP<\/td><td>SSL<\/td><td>993<\/td><\/tr><tr><td>POP3<\/td><td>SSL<\/td><td>995<\/td><\/tr><tr><td>IMAP<\/td><td>STARTTLS<\/td><td>143<\/td><\/tr><tr><td>POP3<\/td><td>STARTTLS<\/td><td>110<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>These are standard defaults. They will not work with every custom mail server setup. If your provider gives you a different port, enter it in the <strong>Port<\/strong> field.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Who can create tickets?<\/strong><\/h3>\n\n\n\n<p><strong>Accept mail from unknown senders<\/strong> controls who may open a ticket by email. Enable it if people who do not have a client account, such as prospects, should be able to reach support. <strong>If you leave it off<\/strong>, <strong>you stay in control of who can create tickets <\/strong>by email, but messages from other senders may not become tickets.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Password handling<\/strong><\/h3>\n\n\n\n<p>The mailbox password is stored encrypted. When you edit the department later, leave the <strong>Password<\/strong> field blank to keep the existing password.<\/p>\n\n\n\n<p>Keep the mailbox password private. Never share it with clients or include it in support replies.<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Many clients would rather email a support address than sign in to a hosting account or open a ticket manually. For a reseller, that means support requests arrive in an ordinary inbox, where they are easy to miss, hard to track and difficult to share with a team. The Truehost Reseller Panel can connect a [&hellip;]<\/p>\n","protected":false},"author":34,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"_eb_attr":"","_exactmetrics_skip_tracking":false,"footnotes":""},"doc_category":[2152],"doc_tag":[],"class_list":["post-19416","docs","type-docs","status-publish","hentry","doc_category-truehost-reseller-panel"],"year_month":"2026-11","word_count":874,"total_views":"1","reactions":{"happy":"0","normal":"0","sad":"0"},"author_info":{"name":"Faith Chelangat","author_nicename":"faithc","author_url":"https:\/\/truehost.com\/support\/author\/faithc\/"},"doc_category_info":[{"term_name":"Truehost Reseller Panel","term_url":"https:\/\/truehost.com\/support\/docs-category\/guides\/truehost-reseller-panel\/"}],"doc_tag_info":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Turning Support Emails into Tickets -<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/truehost.com\/support\/knowledge-base\/turning-support-emails-into-tickets\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Turning Support Emails into Tickets -\" \/>\n<meta property=\"og:description\" content=\"Many clients would rather email a support address than sign in to a hosting account or open a ticket manually. 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