Email Piping

What is Email Piping?

Let’s understand this by an example.

Your customer create a ticket on website and go back to his routine work. After some time your agent reply his ticket and he receive email notification. Now you expect him to come back to your support page and post reply there. But this does not happen, he directly reply the email notification and your agent will not receive his message. You can not control such behaviour of your customer.

This is where Email Piping comes in picture. The email notification replied by customer imported to the ticket if we pipe the email account.

Create Ticket

Same setting will create new ticket when it receives email (not reply to email notification).

Additionally, you can create multiple pipe connections.

For example, You have categories

  • Sales
  • Marketing
  • Account

You must be having agents specialist in that area. So you can setup separate pipe connection for each category like:


Pipe Methods

There are two types of piping methods:

  1. IMAP
  2. Google API


It is most commonly supported protocol by any email provider. It requires php-imap module enabled on your web server.

You contact to your host provider in case php-imap module not enabled. Some hosting plans does not come with php-imap module, so you can use Google API method as an alternative.

1. Google API

This is applicable only for Google hosted email accounts.

It can be used as an alternative if IMAP not working for you. You do not need to change your email provider in this case, just do the trick below:

  1. Create a free gmail account.
  2. Go to Email Notification setting and insert Reply To as this newly created gmail account.
  3. Pipe this gmail account.

Now, your email will be sent with original email account but once your customer reply it, it will be available in gmail account and so it piped to the ticket.

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