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.
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.
To enable incoming email fetching, in the Admin panel go to Settings and Email, and check the box for Email Fetching to enable it. It is disabled by default.
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 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.
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 220.127.116.11... telnet: connect to address 18.104.22.168: Connection refused
Outgoing SMTP Spoofing
Check "Allow spoofing (No Overwrite)" in
Settings => Email Settings
In order to use Gmail, your host must support SSL, so osTicket can negotiate the secure connection, and you must enable IMAP or POP in your GMail or GApps account.
To enable POP for your Gmail account.
To enable IMAP for your Gmail account.
Then use the settings Google gives you for logging in using either protocol. Which should be:
POP: pop.gmail.com, port 995 IMAP: imap.gmail.com, port 993
Your Gmail account name is your full Gmail address.
For outbound mail, use
With either port 465 or 587 and Authentication is required.