Create an Inbound Mailbox
This guide walks through Email Templates > Inbound Mailboxes > Add, title/address/username/host/port/encryption/password/folders/department/default routing and publication.
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
- Open Email Templates → Inbound Mailboxes and click Add.
- Enter Mailbox title, inbound email address and username.
- Enter IMAP host, port, encryption, password and certificate-validation choice, then configure Inbox and optional Processed folder.
- Choose the owning Department, Default Category and Default Priority.
- Choose whether the mailbox may create new tickets, add replies to existing tickets, allow authorized Agent commands/internal command behavior, and set unknown-sender policy.
- Configure inbound attachment extensions/size/count, failed-message handling and Published/Enabled state.
- Save, then use Test before enabling unattended processing.
Important behavior and limits
- Do not include IMAP passwords or full private mailbox content in screenshots/support posts; use QCST's sanitized diagnostics.
Key fields and behavior
| Item | Current behavior |
|---|---|
| IMAP host / port | Mailbox server endpoint; default new mailbox port is 993 |
| Encryption | New mailbox default is SSL |
| Validate certificate | Enabled by default; keep enabled unless a controlled environment requires otherwise |
| Inbox folder | Default INBOX |
| Processed folder | Optional destination after processing |
| Capabilities | New tickets, replies, Agent commands; Internal Notes can be separately controlled |
| State | Enabled/Disabled |
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.