Support mailboxes
Overview
Support mailboxes are the mail accounts tickets arise from — typically the address customers write to. Two types are available: Gmail / Google Workspace and IMAP / SMTP (generic).
A boundary that saves time in daily use: these mailboxes are support's ticket intake and reply route. The system mail accounts are something else — the system sends invitations, documents and notifications through those. Tickets deliberately use their own mailboxes so that replies land in the right thread.
Core tasks
Create a mailbox. New mailbox requires type, label and connection details. With Gmail, access runs through a previously configured integration; with IMAP/SMTP you enter the server details directly.
Keep an eye on the state. The list shows label, type, connection and status — active or inactive. The note no password is a finding worth taking seriously: a mailbox without credentials fetches nothing but reports no error either, because it never attempted to connect.
Run several mailboxes. Separate addresses per brand or per area are the normal case, and the simplest way to establish ownership without a rule set.
Fields in detail
The What it does column answers what changes in the system — not what the field is called. The grey name behind the label is the API field: the same thing runs under that name through automation, import and AI tools.
The difference from your own mailbox: this is a support mailbox. What arrives becomes a ticket — not a message in your personal history.
Setting up a support mailbox
| Field | Required | Values / format | What it does |
|---|---|---|---|
Type type | yes | Gmail or IMAP | Decides the rest of the mask. With Gmail the provider grants access through the prepared connection; with IMAP you enter servers, ports and credentials yourself. |
Label label | yes | text | The name the mailbox appears under in the list. |
Email address email | yes | email address | The support address. It stands as the sender under every reply and is the target the customer writes back to. |
Connection integrationId | with Gmail | a prepared connection | Which login is used for access. |
IMAP server / port / encryption imapHost, imapPort, imapEncryption | with IMAP | address, number, SSL/TLS/none | Where mail is fetched from. No encryption sends credentials in the clear and is only defensible inside your own network. |
IMAP user imapUsername | with IMAP | text | Login name for fetching. |
Folder imapFolder | no | text | Which folder is read. Empty means inbox. |
SMTP server / port / encryption smtpHost, smtpPort, smtpEncryption | with IMAP | address, number, SSL/TLS/none | What is sent through. Kept apart from fetching because many houses use different servers for in and out. |
SMTP user smtpUsername | no | text | Login name for sending. Empty means the same as for fetching. |
Password password | with IMAP | text | The password. Stored encrypted and never shown again; entering it anew replaces it. For accounts with two-factor login an app password belongs here. |
Brand brandId | no | one of your brands | Which brand the resulting tickets run under — determines signature, templates and visibility. |
Active active | no | yes/no | Off stops the fetch without losing the setup. |
Fetch history backfill | no | yes/no | Fetch older messages on the first run and turn them into tickets. Switch on with care: a grown mailbox otherwise produces hundreds of tickets at once. |
From date importFrom | no | date | Limits the backfill. The usual way to take the recent past along without waking the archaeology of 2019. |
Settings & permissions
- Module
module.tickets. - Permission
tickets.config.manage. - What becomes of the mail is decided by the mail rules in
Ticket settings — including assignment to a support team.
- Unclear arrivals land in the inbox rather than being guessed at.
- The blacklist applies before a ticket is created and keeps advertising out.
FAQ & troubleshooting
No tickets are arriving. Check in this order: is the mailbox active? Are the credentials right — does it say no password? With Gmail: is the underlying integration still valid?
Customer replies create new tickets. Then the case number is missing from the outgoing mail. Check the reply template under Communication.
A mailbox suddenly fetches nothing. Usually the credentials have expired or were changed at the provider.
Should we enter the general sending account here? No. That belongs under System mail accounts. Only support mailboxes live here.