Email Configuration

Overview

Email configuration controls two separate channels:

1. Outbound (SMTP) — sends notifications, replies, and invitations from the platform.
2. Inbound (IMAP) — receives support emails and converts them to tickets.

Both are configured at Admin → Settings → Email.

Outbound SMTP Configuration

Step 1: Gather SMTP Credentials

You need:

• SMTP server hostname
• Port (587 for STARTTLS, 465 for SSL/TLS)
• Username and password (or app-specific password)
• The "From" email address

Step 2: Enter Settings

1. Navigate to Admin → Settings → Email → Outbound.
2. Fill in all fields.
3. Set the Display Name that appears in the "From" field (e.g. "KW Group Support").

Step 3: Test

Click Send Test Email. Enter a destination address and click Send. If it arrives, click Save Configuration.

Troubleshooting Outbound

• Authentication error — check username/password. For Gmail, ensure an app-specific password is used.
• Connection refused on port 587 — try port 465. Check firewall rules allow outbound connections on the SMTP port.
• Emails landing in spam — ensure SPF, DKIM, and DMARC records are configured for your sending domain.

Gmail / Google Workspace

Generate an App Password at myaccount.google.com/apppasswords and use it instead of your account password.

Microsoft 365

Ensure SMTP AUTH is enabled for the mailbox in the Microsoft 365 admin centre (Users → Active users → [User] → Mail → Manage email apps → Authenticated SMTP). Use port 587 with STARTTLS.

Inbound IMAP Configuration

Step 1: Create a Dedicated Support Mailbox

Create a mailbox specifically for ticket intake — e.g. support@yourcompany.com. Do not use your personal mailbox.

Step 2: Enter IMAP Settings

1. Navigate to Admin → Settings → Email → Inbound.
2. Fill in:
   • IMAP Host — e.g. imap.office365.com
   • IMAP Port — 993 (SSL/TLS)
   • Username / Password
   • Mailbox Folder — INBOX (or a sub-folder)
3. Click Save.

How Inbound Processing Works

The platform polls the mailbox every few minutes:

1. Each unread email is fetched and marked as read.
2. The Message-ID header is checked against existing tickets. If it matches a reply tracking token, the email becomes a new public comment on that ticket.
3. If no match, a new ticket is created. The from-address is matched to CRM contacts; the domain is matched to customer domain mappings.
4. Attachments are stored in MinIO and linked to the ticket.

Inbound Email Filtering

To prevent spam or auto-reply loops from creating noise tickets, configure filtering rules at Admin → Settings → Email → Inbound Filters. Filter by subject keywords, from-domain, or from-address patterns.

Email Templates

Customise the HTML templates for each notification type at Admin → Settings → Email → Templates:

• New ticket acknowledgement
• Agent reply notification
• Ticket resolved notification
• SLA breach warning
• Invitation email

Templates support $variable placeholders (same as macros). Preview the rendered template before saving.