Email Piping is a feature in Perfex CRM to auto open or reply to ticket from email.
- On your mail server you must create a unique email account for each support department, this must be a full inbox.
- In Perfex navigate to Setup -> Support -> Departments > Edit and enter your email address for this department.
Gmail IMAP Auto Import Notes #
- If you are using google apps account make sure you verified your domain name.
- If you are using google apps account make sure you enable IMAP.
- If you get connection refused while testing IMAP connection check that your server’s firewall isn’t blocking traffic to Google.
- Make sure you have enabled less secure apps
- For IMAP server try imap.gmail.com
- Check encryption SSL
To control/block any spam emails you should visit Setup->Support->Spam Filters.
Testing the Email Piping #
After you set up, try sending some test email. If everything is good a new ticket will be opened inside the CRM. While testing you should not use your or any staff address to send a message.
Staff email addresses are only for ticket replies only and you cant create a new ticket with staff email.
Should a ticket not be created when sending in an email, then check in Utilities > Ticket Pipe Log. If the message was received by Perfex it will be listed here with the reason why it failed to create a ticket. If the message you sent is not listed here, then the forwarder you set up previously is not working correctly and Perfex didn’t receive the message.
If you get the error message “Ticket ID Not Found” this means you are trying to open a support ticket from your staff email address.
Staff can only reply to tickets, not open new ones so submit a ticket from any other email address and it should be accepted.
Known problems you can encounter #
If an email has not been piped into the ticket system the first reference point is Utilities > Ticket Pipe Log. This shows all the emails processed by the Perfex email piping process and any errors that may have occurred, explanations of the three most common errors are below:
Ticket ID Not Found #
This means you are using an email address assigned to staff to send your email. Staff can only reply to tickets and cant open new tickets sending an email to the support emails.
If you want to test, you must send an email from an email address that is not assigned to staff into Perfex.
Only Replies Allowed by Email #
The log means that an email was received to the department email address, but the subject did not contain a ticket ID. If you have set to Yes Only Replies Allowed by Email option located in Setup -> Settings -> Support->Email Piping config the email is rejected from the system.
Inline attachment not included in ticket body (cPanel forwarder method) #
Sometimes it’s not possible for us to fetch the inline attachments from the email body and include in the ticket. Only regular attachments will be imported.
New Tickets/Replies are Imported Twice #
Staff members not receiving an email when a new ticket is created or reply is posted #
Click here to read more about the reason why this is happening.
