Troubleshoot Inbound Mailbox and Email Ticket Processing

This troubleshooting guide checks Max entitlement, PHP IMAP, connection/TLS settings, credentials, mailbox state, new-ticket/reply capabilities, unknown-sender policy, Scheduled Task execution, deduplication, and safe diagnostics.

Where this fits in QC Support Ticket

Inbound processing adds IMAP and message-safety layers on top of QCST ticket authorization. A mailbox can connect successfully yet still reject or skip a message because of capability settings, sender policy, ticket-reference matching, duplicate/loop detection, attachment rules or task state.

Primary location: QC Support Ticket frontend and administrator interfaces, depending on the permission or failure being tested.

Troubleshooting procedure

  1. Confirm Effective tier is Max/All Access and PHP IMAP is available.
  2. Run the mailbox Test action. Fix IMAP host, port, encryption, certificate validation, username/password or folder errors first.
  3. Confirm the mailbox is Enabled/Published and its create-new/reply toggles match the message you are testing.
  4. Check Unknown sender policy, sender authorization and ticket identification for rejected replies.
  5. Check attachment limits plus duplicate/automatic/bounce/loop filtering for skipped messages.
  6. Use Process Now with one controlled test email, then verify the 5-minute Inbound Mailboxes task/CRON for 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.

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.
  • Repeat the test with the least-privileged normal role affected by the feature; do not rely only on Super User behavior.

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.