Auto create Ticket out of email

kutscherd

I would like to auto create a ticket from a mail which was sent to an specific email-address.
Is there already somebody who dealt with this? Or is there a possibility directly from osTicket?
Would be glad over some input, thank you!

ntozier

Setup the email in osTicket and schedule polling.

Please see:
https://docs.osticket.com/en/latest/Getting%20Started/Email%20Settings.html
and
https://docs.osticket.com/en/latest/Getting%20Started/POP3-IMAP%20Settings.html

If you mean a specific email sent directly to you then you could open an additional mailbox in your email client and drop the email into the INBOX. (I do this probably use it 3-4 times a day).

kutscherd

i meant more that i would like to set up a mail-address (example autoticket@domain.at) which then auto-creates a ticket in the ticketsystem. With a standard department for die email-address for example.

ntozier

Then you would create the email address on your mailserver and use the two urls I gave you to configure it in osTicket.

kutscherd

ok understood, but the links are only for the setup of mailaddresses in osTicket, right?
And with EMAIL PIPING or POP3/IMAP POLLING we can generate emails which were sent to the mail-address directly to tickets?

RBGE

kutscherd Pretty much what ntozier said. Follow those instructions (although if you're using Linux, I'm not a fan of the instructions to edit /etc/crontab and I'm too lazy to create a Github account to submit an edit that may end up getting rejected anyway 😴 ) and any tickets sent to the mailbox set up in Admin -> Emails -> Emails which has "Fetching Email via IMAP or POP" set to enabled will automatically get converted into a ticket. This is also where you define which department the tickets will default to.

If you're having problems, let us know what version of osTicket you're using, server environment it's running on, mailbox setup (don't post passwords or account details obviously!) and the problems encountered and somebody will hopefully have the answer. Who knows, maybe even I'll know 🤪

ntozier

kutscherd ok understood, but the links are only for the setup of mailaddresses in osTicket, right?

Yes.

kutscherd And with EMAIL PIPING or POP3/IMAP POLLING we can generate emails which were sent to the mail-address directly to tickets?

Yes.

kutscherd

thank you for the detailed answer, understood 👍️
will try this as mentioned.
I will contact you if there are problems 😀
Have a nice day!