Email and canned replies

Before you begin

• Server provider/mailbox and permissions.

Step by step

1. 01

   In Administration → Notifications select the department and read Unknown senders: Reject the message, Create in triage for review or Create an external requester. Save the approved choice; changing policy alone creates no ticket.

2. 02

   Open New mailbox and enter name, address, provider, credential reference, default language and JSON settings. Use a deployment-managed reference; do not paste tokens or passwords into the fields. Invalid JSON is rejected while retaining the draft.

3. 03

   Configure Create tickets by email and Reply by email independently. After creation, edit the mailbox or disable it with Active mailbox; save and reopen to verify state and options.

4. 04

   In New response enter a stable key, name and at least one complete title/HTML-body translation. Add IT/EN/ES as needed; Create remains disabled without a complete translation.

5. 05

   Save the response, edit translations and check Active response. Reopen to verify the text, then try it in a ticket using the recipient language and documented fallback.

6. 06

   Only with a configured provider/mailbox, test intake, reply, duplicate and attachment using your own data; distinguish queuing, provider delivery and actual receipt.

The result to check

Allowed messages retain department context.

Limits and considerations

• From alone does not verify new SaaS requesters; portal may be required.
• AI gates may need portal fields. Not osTicket/ERP integration.
• Saving a mailbox or canned response does not verify Graph/Gmail/IMAP/SMTP or email delivery. The local editor checks did not configure real providers.

Continue with related guides