Setting up inbound email to tickets

SummitPSA can turn a support mailbox into tickets by polling it over IMAP. New messages create tickets; replies that carry a ticket reference are appended to the existing ticket.

Configure IMAP polling

1. Open Admin → Email accounts → New email account (or edit an existing one).
2. Set the IMAP host, IMAP port (default 993), Use SSL, IMAP username and password, and the folder (default INBOX).
3. Choose the auth type: password, or Microsoft 365 OAuth2 (tenant ID, client ID, client secret) since Basic Auth was deprecated in September 2025.
4. Set the check interval, a default agent and default category for new tickets, and whether to auto-create contacts for unknown senders.
5. Use Test to verify the connection, then Poll now to pull immediately. Active accounts are also polled on schedule.

What happens to each message

• Only unseen messages are read; they are marked seen after processing and deduplicated by Message-ID.
• If the subject contains a ticket reference like [T-00042] and that ticket is still open, the message is added as a client-visible reply and the ticket is flagged as awaiting an agent.
• Otherwise a new ticket is created (source email, priority medium) and an acknowledgement is sent.
• Unknown senders become a new contact (when enabled); senders that can't be matched to a company are bucketed into the catch-all company "Inbound (unmatched)".
• The recipient address is matched against any board's inbound email to route the ticket; otherwise the default board is used.

Bounces and auto-replies (mailer-daemon, no-reply, "out of office", delivery-status notifications, etc.) are detected and logged as ignored rather than turned into tickets.