The Inbox (Email Piping) add-on connects your email account to WPHelpDesk. It periodically downloads emails from your inbox and converts them into tickets ready to be actioned by your support team.

When you reply to a ticket, the customer will receive the reply via email. Customers can reply directly to these emails and their replies will be imported to the same ticket in WPHelpDesk.

How to install the Inbox (Email Piping) plugin

The Inbox (Email Piping) plugin can be installed like any other WordPress plugin. Download the plugin file from your account, and follow these steps:

  1. In your WordPress admin page, visit the Plugins page, click the Add New button, and then the Upload Plugin button.
  2. Choose the file you downloaded (it should be named wphelpdesk-inbox-x.y.z.zip, where x.y.z will be the current version, e.g. wphelpdesk-inbox-1.0.3.zip) and click Install Now.
  3. After the installation is complete, locate the plugin in the list (it will be named “WPHelpDesk Inbox”) and click Activate.
  4. Visit the WPHelpDesk License page (Helpdesk -> License), enter your relevant license key in the “Inbox” section, and click the Activate License button next to it. This will ensure that you will receive updates.

How to configure the plugin to import emails from your account

Visit the WPHelpDesk Config page and select the Incoming Mail tab (WP Admin -> Helpdesk -> Config -> Incoming Mail).

There, you will be presented with an option to select a provider between one of the predefined values (e.g. Gmail) or a custom one (“Other”).

As soon as you select a provider, the Configuration section will appear.

There, if you selected a predefined provider you will not need to fill the fields that are prefilled and disabled (e.g. Host or Port). If you selected “Other” you will need to fill all of the details. If you are unsure for some of the details, you should contact your hosting provider and they will be able to give you all of the required details.

As soon as you enter all details, please click the “Check Connection” button. If the configuration is correct the Folders section will appear, the “Check Connection” button will disappear, and a new “Save” button will be available.

Before clicking “Save”, please make sure to select the Import Folder and Archive Folder.

The Import Folder is the folder that emails are being downloaded from. It could be your Inbox folder if you want to import all emails, or a custom folder that you put emails there either manually or via an automated filter.

The Archive Folder is the folder that emails are being moved to after they have been downloaded. Please make sure that this folder is different than the Import Folder, otherwise emails might be imported multiple times.

After you make a selection, click “Save” and the configuration will be complete.

Some additional configuration

When the plugin is enabled, a new section called “When Importing from Inbox” will appear in the main config page (WP Admin -> Helpdesk -> Config).

There, you can select what will happen with tickets created via imported emails.

If you enable the “Create account for every user” option, a new WordPress user will be created for every imported email based on the sender’s email. If the user already has an account, that account will be used instead.

The rest of the options refer to different email notification types. Note that email notifications will not be sent if their template is disabled in the Email Templates configuration.

How will the plugin import emails

The plugin will periodically check for emails automatically. You can check when was the last time your account was checked in the Tickets page. You can trigger a manual check by clicking the refresh icon next to that notification.

How tickets created via imported emails will look like

You will be able to identify that a ticket has been originally submitted via email looking at the different icon depicted below.

Note that when viewing such a ticket, you can change its type and make it behave as an email submitted via the front-end by changing its “Reply Via” option to “Ticket” in the Ticket Details section.