Create a New QCST Ticket from an Ordinary Email

This article explains sender/subject/body parsing, department/default routing, Waiting for Agent state, exactly-one-Agent assignment, attachments, and acknowledgement.

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.

How to do it

  1. From an allowed sender, compose an ordinary email to the QCST inbound mailbox with a clear Subject/body and safe attachments if needed.
  2. Send it without trying to invent a ticket reference; this is the new-ticket path.
  3. When the mailbox processes the message, QCST creates the ticket in the mailbox Department with its configured default Category/Priority and stores valid attachments.
  4. The ticket begins in the support workflow (normally Waiting for Agent). If exactly one active Agent qualifies, QCST can assign that Agent automatically; otherwise it remains unassigned in the Department queue.
  5. Verify the sender receives the configured acknowledgement and the Agent/queue notification path behaves as expected.

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.