Allow New Email Tickets, Existing-Ticket Replies, or Both
This article explains the mailbox toggles and the different processing paths for a message that does or does not match an existing ticket.
Where this fits in QC Support Ticket
Inbound email is a Max/All Access feature. Each enabled mailbox connects to an ordinary IMAP account, routes new tickets to one Department, can accept replies to existing tickets, and can process attachments and supported Agent commands according to the mailbox settings.
Inbound processing is intentionally defensive: it checks sender authority, ticket identity, deduplication, loop/bounce/automatic-message signals, attachment policy, and mailbox state before it changes ticket data.
Primary location: Joomla Administrator → Components → QC Support Ticket → Email Templates → Inbound Mailboxes.
Before you begin
- Confirm the site currently has Max / All Access effective access before expecting the controls described here. A preserved configuration may still exist after downgrade even when the feature is locked.
- Confirm Joomla Mail works before diagnosing QCST template delivery. For inbound mail, confirm PHP IMAP is available and keep one controlled test message available.
Two independent mailbox paths
| Toggle | Effect |
|---|---|
| Create tickets from email | Messages that do not match an existing ticket can become new QCST tickets after filtering/sender/routing checks. |
| Add email replies to tickets | Messages that identify an existing ticket can append an authorized reply after ticket/sender checks. |
Enable only the path(s) you actually want. A mailbox can be used for new-ticket intake, replies, or both. Test each path separately because a successful IMAP connection does not prove reply matching/authorization is correct.
How to do it
- Edit the Max inbound mailbox from Email Templates → Inbound Mailboxes.
- Enable Create tickets from email when messages that do not identify an existing QCST ticket may become new tickets.
- Enable Add email replies to tickets when the mailbox should append authorized replies to identified existing tickets.
- Enable either option independently or both, then save.
- Send one controlled new-ticket email and one controlled existing-ticket reply. Use Process Now and verify each path behaves exactly as configured.
Verify the result
- Mailbox Test succeeds before unattended processing is relied upon.
- Process Now handles one controlled message exactly once and records a safe result without duplicate ticket/reply creation.
If it does not work as expected
- If connection fails, verify PHP IMAP, host/port/encryption/certificate settings and credentials before changing routing.
- If connection succeeds but processing fails, inspect sender policy, ticket reference matching, duplicate/loop checks, mailbox capabilities, and attachment policy.
Community Discussion
For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.