There are some situations like:
Email Piping will help you in these situations. You can reply tickets just by replying an e-mail notification you receive from any e-mail agent like Microsoft Outlook, Mozilla Thunderbird, Email Mobile App, Email web interface etc. and it will inserted into the ticket.
Same setting will create new ticket when it receives email (not reply to email notification).
Additionally, in IMAP email piping, you can create multiple pipe connection.
For example, You have categories
You must be having auto assign of these categories to agents specialist in that area. So you can setup separate pipe connection for each category like:
Email are checked by System every 5 min from your mail server by WP-Cron method. In WP-Cron, if your site has hit and task scheduled time is over, task will be executed. That means, if your site has visit after 5 min then email checked for new emails.
If you need support or have any pre-sell question, please feel free create new ticket on our Support page!