IMAP Integration (General)

You can setup an email address to create the tickets automatically when you receive any emails at that address. To active this, please fill up the necessary informations at Settings>Tickets>IMAP settings.

Please make sure that, your IMAP access is enabled on your email and after authorization, status of IMAP is showing 'Authorized'.

Note: The system will create tickets based on the unread emails. After creating the ticket, the emails will be marked as read. To get the replies in the same tickets, the system will check the ticket ID in the email subject. If there is no ticket ID in the subject, that will be considered as a new ticket. You can setup the email subject from Settings>Email templates.

Troubleshooting guideline for IMAP of Gmail

If you face any problem to connect IMAP of Gmail, please check this:

1. Go to your Google Account and navigate Security tab.
2. Enable 2-Step Verification from Signing in to Google section.
3. After this, there will be a new section called App passwords in Signing in to Google section. Click on that.
4. From Select app dropdown, select Other (Custom name).
5. Input any name like RISE and click on GENERATE button.
6. You'll get the password with yellow badge on a popup. Use this password in the IMAP setting instead of your main password.

IMAP Integration (Microsoft Outlook)

You've to integrate Microsoft Graph API to get IMAP service. Please follow the steps below to integrate:

• 2. Click on Manage > App registrations from left menu then click New registration.

• 3. After that, you'll get a form like this. Fill up as below. In Redirect URI, you should add this url https://yourdomain.com/index.php/microsoft_api/save_outlook_imap_access_token. You'll find this in your integration setting. Finally click on Register button.

• 4. Now, you'll get the Overview page. Copy Client ID from there and add to integration settings.

• 5. Click on API permissions from left menu. Then click on Add a permission.

• 6. Click on Microsoft Graph.

• 7. Click on Application permissions.

• 8. Search Mail.ReadWrite, OnPremisesPublishingProfiles, User.Read.All and enable the permissions.

• 9. Click on Certificates & secrets from left menu. Then click on New client secret.

• 10. Fill up the form like below and click on Add button.

• 11. After that, you'll get the Client secret.

• 12. Add this Client secret also to the integration settings and click on Save & authorize. The page will be redirected to Microsoft account. Click on the Accept button. 

• After redirect, please check the IMAP setting is Authorized.