Assign an Inbound Mailbox to a Department, Default Category, and Priority

This guide shows the routing fields and explains how a new email ticket inherits the mailbox department/defaults.

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.

How to do it

  1. Edit the inbound mailbox.
  2. Choose the Department that owns tickets created by this address. One mailbox routes new tickets into that Department context.
  3. Choose a Default Category that is valid for the Department and a sensible Default Priority.
  4. Save and send one controlled new-ticket email.
  5. Open the created ticket and verify Department/Category/Priority plus the initial Waiting for Agent/assignment behavior.

Important behavior and limits

  • Do not include IMAP passwords or full private mailbox content in screenshots/support posts; use QCST's sanitized diagnostics.

Verify the result

  • The Department appears with the intended Published state and description in Settings.
  • A ticket submitted to that Department appears only to eligible Agents in that Department scope.
  • The Category appears only for the Departments selected, or everywhere when All Departments is used.
  • Existing tickets keep their recorded Category while new ticket choices follow the current Category publication/scope.

If it does not work as expected

  • If a Category is absent, check Published state, Department scope, and the customer’s currently selected Department.
  • If connection fails, verify PHP IMAP, host/port/encryption/certificate settings and credentials before changing routing.

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.