SupportCandy Email Piping

SupportCandy Email Piping is a WordPress plugin that connects a support mailbox to SupportCandy so incoming mail becomes tickets. Customers and agents can open new tickets or add replies by email, and replies to ticket notifications are imported back into the related ticket.

Key Features

• Create tickets by email – Mail sent to the piped account automatically turns into a new support ticket, so customers never have to visit the site to open one.
• Reply from inbox – When a customer answers a ticket notification, that message is added to the same ticket as a reply instead of being lost.
• Agent email replies – Agents can answer ticket notification emails from their own inbox and have the response recorded on the ticket.
• Three piping methods – The connection can be set up over basic IMAP, the Gmail API, or the Microsoft Exchange API, covering providers that block basic IMAP login.
• Multiple email accounts – If your organisation uses several customer-facing addresses, you can forward them all into the one piped mailbox and list them as forwarding addresses.
• Piping rules – Rules can set ticket fields automatically based on the forwarding address, the sender, or keywords found in the subject or body.
• Allowed emails and users – You decide whether new mails, replies, or both are piped, and whether mail is accepted from registered users only or from anyone.
• Block unwanted emails – Mail can be kept out of the ticketing system by matching the subject or sender with exact text, wildcards, or regular expressions.

Who Is It For

This add-on suits businesses and support teams already running SupportCandy on WordPress that handle customer questions by email and want those messages to become tickets without asking people to log in. It is aimed at organisations that answer from one or several shared mailboxes and want agents to work from their inbox.