Two ways in#

CoreInto can receive support email in two ways. Piping hands each message to CoreInto as it arrives, through your mail server. Mailboxes let CoreInto read a POP3 or IMAP mailbox every few minutes. Mailboxes work on any hosting; piping needs a mail server that can pipe to a program.

Step 1: Give each department an address#

Under Settings > Support Departments, set the email address of each department, such as support@example.com and billing@example.com. Replies to tickets are sent from this address, so clients reply to it.

Step 2a: Read a mailbox#

On the department, enter the mailbox's host, port, username and password, and choose POP3 or IMAP with SSL. The password is stored encrypted. Save, and send a test email to the address. Within a few minutes, the automation reads it and a ticket appears.

Step 2b: Or pipe it#

In your hosting control panel, create a forwarder for the department's address that pipes to CoreInto's pipe script, using the command shown on the department page. Send a test email; the ticket appears at once.

Step 3: Spam control#

Under Settings > Spam Control, block senders, subjects or phrases that should never become tickets.

How replies are matched#

Replies carry the ticket number in the subject. CoreInto adds the reply to the ticket, keeps attachments and strips the quoted text where it can. Email from an address that is not a client opens a guest ticket, with a link to follow it.