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Setup IMAP fetching (email to ticket)

Solution

Important!

IMAP is not enabled by default in PHP. Check with your hosting company if PHP IMAP functions are installed and enabled on your server.

As of version 2.7 HESK supports IMAP fetching - converting emails from a IMAP email account into tickets.
 

» Setting up IMAP fetching:

  1. Decide which email address you wish to use for support. Preferably this should be a new (unused) email account, such as support@yoursite.com and have a valid IMAP account (check with your email provider if not sure).
     

  2. Send a test email to your support email address (support@yoursite.com). Do not read it!
     

  3. On Linux servers, CHMOD file inc/mail/hesk_imap.php to 755 (rwxr-xr-x).
     

  4. Enable IMAP fetching in HESK Settings (Admin panel > Settings > Email tab > IMAP Fetching: ON).

    Enter your email account details in the fields that appear then click the Test IMAP Connection button.

    If you receive an Error message double-check your settings and make sure they are 100% correct. Do not continue with next steps until the test succeeds.

    If you receive a Success message click the Save changes button at the bottom.
     

  5. Open hesk_imap.php file in your browser, for example:
    http://yoursite.com/hesk/inc/mail/hesk_imap.php
     

  6. Check your HESK admin panel - was a new ticket created?

    » YES, ticket created:

    Go back to HESK Settings and set the "From:" email setting on General tab to the email address you use for IMAP fetching (support@yoursite.com). This will allow your customers to reply to tickets via email as well.

    » NO, ticket not created:

    - wait a few minutes then try again

    - still nothing? Try the HESK Support forum
     

  7. To automatically convert emails to tickets you will need to setup a CRON job (scheduled task) to run the hesk_imap.php script for example every 5 minutes. Most hosting companies support CRON jobs, please check your hosting control panel or contact your host.

    Alternatively, you may use a third party remote CRON service to call the hesk_imap.php file for you.
     

 

Note: HESK will detect identical emails as an Email loop and ignore them. When testing IMAP/POP3 fetching or Email piping make sure that each of your test email messages is unique.

 

Security tip:

Once you have IMAP fetching up and running it is strongly recommended to rename hesk_imap.php to a hard to guess name, such as hesk_imap_BZ1jKg4Zz0.php

Or (if you are using local CRON) secure the file with a .htaccess password.

 
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Article details
Article ID: 91
Category: Customization & Integration
Rating (Votes): Article rated 3.0/5.0 (6)

 
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