SupportCandy Email Piping

Support teams often lose track of requests that arrive by email instead of through a ticket form. SupportCandy Email Piping closes that gap. Emails sent to your support address become tickets, and replies sent from an inbox are added to the right conversation. Customers and agents can handle tickets from the email client they already use, which makes it easier to answer people on time.

The plugin connects to your mail service through Basic IMAP authentication, the Gmail API or the Microsoft Exchange API. Piping rules can set fields such as priority or status based on the sender, the forwarding address or keywords in the subject or body. Filters decide which emails become tickets, so unwanted messages stay out of your queue.

Features

• Ticket creation and replies by email: Customers and agents can open new tickets and reply to existing ones directly from their email inboxes, without visiting the website each time.
• Three piping methods: Connect through Basic IMAP authentication, the Gmail API or the Microsoft Exchange API, choosing the method that matches your email provider.
• Multi-account email piping: Forward several email addresses to one main account so all customer correspondence is collected in a single system.
• Advanced piping rules: Set ticket fields like priority or status automatically, based on forwarding address, sender email or keywords in the subject or body using exact, wildcard or regex matching.
• Flexible email filtering: Control whether new emails, replies or both are piped, limit piping to registered users or allow everyone, and block messages by sender or subject.
• HTML or plain text body: Choose whether the email body is piped into the ticket as HTML or as plain text, depending on what your team finds easier to read.
• CC recipient import: Bring CC addresses into the ticket as additional participants so everyone copied on the email stays part of the conversation.
• Ticket notifications by email: Customers and agents get notified about ticket confirmations, replies, updates and modifications, and can see them in their email clients.

Best for

• Help desks already running SupportCandy on WordPress
• Support teams that handle most requests by email
• Businesses using Gmail, Microsoft Exchange or IMAP mailboxes