Email Piping is a feature in our CRM to auto open or reply to ticket from email.
This method auto import tickets directly reading your email.
NOTE: The script will check only non-opened emails to prevent checking all the emails again and again and avoid slowing down the system. After checking email if you don’t have checked delete after import the script will auto mark the email as READ.
Your PHP build needs IMAP support for this method to function correctly.
To control/block any spam emails you should visit Setup->Support->Spam Filters.
After you set up, try sending some test email. If everything is good a new ticket will be opened inside the CRM. While testing you should not use your or any staff address to send a message.
Staff email addresses are only for ticket replies only and you cant create a new ticket with staff email.
Should a ticket not be created when sending in an email, then check in Utilities > Ticket Pipe Log. If the message was received by Perfex it will be listed here with the reason why it failed to create a ticket. If the message you sent is not listed here, then the forwarder you set up previously is not working correctly and Perfex didn’t receive the message.
If you get the error message “Ticket ID Not Found” this means you are trying to open a support ticket from your staff email address.
Staff can only reply to tickets, not open new ones so submit a ticket from any other email address and it should be accepted.
If an email has not been piped into the ticket system the first reference point is Utilities > Ticket Pipe Log. This shows all the emails processed by the Perfex email piping process and any errors that may have occurred, explanations of the three most common errors are below:
This means you are using an email address assigned to staff to send your email. Staff can only reply to tickets and cant open new tickets sending an email to the support emails.
If you want to test, you must send an email from an email address that is not assigned to staff into Perfex.
The log means that an email was received to the department email address, but the subject did not contain a ticket ID. If you have set to Yes Only Replies Allowed by Email option located in Setup -> Settings -> Support->Email Piping config the email is rejected from the system.
Sometimes it’s not possible for us to fetch the inline attachments from the email body and include in the ticket. Only regular attachments will be imported.
Click here to read more about the reason why this is happening.
If an email has not been piped into the ticket system and it is not listed in the Utilities > Email Pipe Log then these steps can be followed to identify the cause of the problem. There are different procedures depending upon whether the email forwarder piping method is used.
If no email pipe log when sending an email to your piped email address then the forwarder entry is not correct and the message is not being sent to the pipe.php file.
To correct this, first ensure the pipe.php file is chmod to 755.
If still not working try one of the following commands:
/usr/bin/php -q /home/username/public_html/crm/pipe.php
/usr/local/bin/php -q /home/username/public_html/crm/pipe.php