(0)

Documentation: Extensions: Email Support

Extensions: Email Support

Dated: 04 Sep 2016

Setting Up E-Mail Support

The e-mail support add-on enables Awesome Support to process incoming e-mails and attach them to the appropriate ticket. For more details about what the add-on does, please see the E-Mail Support add-on page.

Requirements

  • Awesome Support version 3.1.4+
  • A dedicated e-mail inbox

The dedicated e-mail inbox can be with any e-mail provider (Gmail, Outlook.com…) as long as it supports the POP3 and / or IMAP protocols.

This inbox must be dedicated to Awesome Support. When the add-on will check for new e-mail, all e-mails present in the inbox will be downloaded and deleted from the e-mail server. If the inbox contains irrelevant e-mail, they will be added in the “Unassigned” folder in Awesome Support.

This documentation will give you configuration examples for the major e-mail providers but we can’t go through them all. If your provider is not in the examples you will need to find the necessary settings by yourself. A Google search for “[provider] pop3 settings” will give you the answer in most cases, and if not you will need to contact your e-mail provider / hosting provider.

How It Works

Because checking an inbox takes some time (connecting to the e-mail server, authenticating, checking for new e-mails, downloading them…), everything is done in the background. When the plugin will check for new e-mails, a notification will be displayed in the bottom right corner of your screen. Don’t worry if your site slows down a little during the verification.

Awesome Support checking for new e-mails

Awesome Support checking for new e-mails

Awesome Support will check your inbox at the frequency you selected. When checking for new e-mails, two things can happen: Awesome Support successfully connects to the server and retrieves the e-mails, or something wrong happens (incorrect settings, e-mail server down…).

If something goes wrong you will be notified. The notification should display a clear error message explaining why e-mails couldn’t be checked.

E-Mail Checking Failed

E-Mail Checking Failed

If everything is alright you should see a notification indicating the number of e-mails imported.

E-Mail Checking Success

E-Mail Checking Success

From here two things can happen. For each imported e-mail, Awesome Support will either

  • Identify who sent it and to which ticket it relates, in which case the e-mail is converted to a reply to the appropriate ticket,
  • Fail to identify the sender or the ticket the e-mail relates to, in which case the e-mail is sent in the “Unassigned” folder

Unassigned Replies

If an incoming e-mail can’t be identified, it lands in the Unassigned folder. An administrator will have to manually inspect the e-mail and decide who sent it and / or to which ticket it relates to.

Unassigned Tickets Screen

Unassigned Replies Screen

Once they land in this folder, e-mails are converted into unassigned replies. You will need to manually process each unassigned reply one by one and update the unknown information.

Two things can be missing to an unassigned reply: the sender and/or the ticket ID. While updating an unassigned reply, you will only be asked for the missing information. It can be the ticket ID, the sender or both.

It is important to understand that the system can only identify the sender if the e-mail address used to send the e-mail is found in the database. If there is no user account registered with this e-mail address Awesome Support will be unable to identify who sent this reply.

Unassigned Reply Update Screen

Unassigned Reply Update Screen

All incoming e-mail’s headers are stored in the database. When you inspect an unassigned reply, you will have access to the entire e-mail header in order to get every bit of information that might help you identify the reply.

Settings

The Awesome Support E-Mail Add-On has very few settings and most of them are related to the e-mail provider. The only setting that is not related to the ESP is the frequency at which the add-on will run to check for new e-mails. This option is self-explanatory and we won’t detail it here.

Connection Information

These are the basic settings, telling Awesome Support where to go to check the inbox and what credentials to use. The plugin will try to figure out the rest by itself, but if it can’t you might have to change some of the advanced settings.

Setting Value
E-Mail Server The address of the e-mail server that you’re using. This usually depends on the protocol you’re going to use
Protocol The protocol to use when connecting to the e-mail server. We recommend using POP3, which most ESPs will support
Username The username to use for logging in the inbox
Password The password to use for logging in the inbox

With all these settings set Awesome Support should be able to log into your inbox, look for new e-mails, download them into WordPress and delete them from the e-mail server. Once again, the inbox should be dedicated to Awesome Support only.

Advanced Settings

Setting Value
Port The port to connect to the e-mail server through
Secure Port Whether or not to use a secured connection to the e-mail server. This is defined by your ESP, it’s not for you to decide
Timeout The delay after which a connection attempt is declared unsuccessful if Awesome Support hasn’t logged-in yet

Incompatible E-Mail Providers

None so far.

Settings Examples

Gmail / Google Apps

Please note that Gmail requires you to enable POP3 from your account settings. If you don’t know how to enable POP3 please read this guide from Google.

Setting Value
E-Mail Server pop.gmail.com
Protocol POP3
Username Your e-mail including the @ part (eg. [email protected] or [email protected])
Password Your account password
Port 995
Secure Port Yes
Timeout 300

Outlook.com / Hotmail / Windows Live Domains

Please note that Outlook.com requires you to enable POP3 from your account settings. If you don’t know how to enable POP3 please read this guide from Microsoft.

While activating POP3, let the app delete the messages by checking “what the device or app says—if it’s set to delete messages, delete them.”. If you don’t select that option, all e-mails will be downloaded every-time Awesome Support checks your inbox.

Setting Value
E-Mail Server pop3.live.com
Protocol POP3
Username Your e-mail including the @ part (eg. [email protected] or [email protected] or [email protected])
Password Your account password
Port 995
Secure Port Yes
Timeout 30

Yandex

Setting Value
E-Mail Server pop.yandex.com
Protocol POP3
Username Your e-mail including the @ part (eg. [email protected])
Password Your account password
Port 995
Secure Port Yes
Timeout 30
Suggest Edit