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Email Settings

osTicket allows you to setup unlimited number of email addresses to handle all your company's mail accounts and email communication. Incoming emails are converted to support tickets allowing you to easily manage, organize and archive all emailed support requests in one place.

Contents

Email Templates

osTicket ships with generic email templates used for auto-responses, alerts, notices and replies. Refer to Email Templates Guide for details on how to customize or add new templates.

Routing Incoming Emails

Setting up your system to accept emails varies from system to system and depends on your personal preference. osTicket currently supports piping (aliases) and POP3/IMAP polling methods for routing incoming emails. Tickets are routed to the department and assigned a default priority associated with the email.

Email Piping

Piping method allows for real-time email handling. Extra setup is required at mail server level to pipe the raw email message to osTicket pipe handler. Both remote and local piping are supported. See email piping guide.

POP3/IMAP Polling

POP3/IMAP account polling method is best suited for individuals with remote mail account(s) and/or with limited access to mail delivery settings. Each email address added to the system can have an account associated to it. See POP3/IMAP setting guide.

Outgoing Emails

By default osTicket uses native PHP Mail function to send outgoing emails. However, this can be problematic to spam filters depending on your php.ini mail settings. It is highly recommended that you use SMTP instead.

Each of the email accounts can have it's own SMTP. You can also setup a default SMTP system wide. See Settings tab in admin panel.

Important Note Regarding Use Of External SMTP Servers

Some hosting companies (Hostgator.com, for example) do not allow the use of SMTP servers located on a separate server and will block all requests. Trying to connect to a blocked external SMTP server will result in a "login failure" message in OSTicket when trying to save the Outgoing Emails settings.

If you have shell access with your hosting account you can manually test a connection to a remote SMTP server from the command line using telnet:

telnet smtp.example.com 25

A blocked connection will result in a message similar to the following:

Trying 192.0.32.10...
telnet: connect to address 192.0.32.10: Connection refused

Outgoing SMTP Spoofing

Check "Allow spoofing (No Overwrite)" in Settings => Email Settings if

GMail Configuration

In order to use GMail, your host must support SSL, so osTicket can negotiate the secure connection.

First, make sure POP is enabled in your GMail account:

http://mail.google.com/support/bin/answer.py?hl=en&answer=13287

Then use the settings Google gives you for logging in to the POP3 server (which should be pop.gmail.com, port 995).

For outbound mail, use ssl://smtp.gmail.com port 465

You will need to check "Use SSL" for both POP and SMTP servers.

Your GMail account name is your full GMail address.