Mailboxes and mail rules

Pull support email into tickets and route messages with rules.

Mailboxes connect an IMAP inbox to a department. Mail rules then set priority, department, or spam handling from subject or sender matches.

Mailbox basics

1. Add host, port, encryption, username, and folder (usually INBOX).
2. Assign a default department.
3. Leave unpublished until credentials are verified.

Rules

Create rules for phrases such as invoice or known noreply addresses. Order matters: earlier rules run first.

Safety

Use the blocklist for addresses that should never open tickets.