Ex. Your customer created ticket on your website. You replied the ticket and notification will sent to customers email address. Ideally customer should come to your website and then reply to the ticket, but this rarely happen. Instead he reply directly to email notification and you simply can not control your customers. This way, you have to keep checking your inbox and chances to miss the communication are high. Email Piping add-on covers you here, it imports all your inbox emails in desired tickets.

If an email is not meant to reply existing ticket, it creates a new ticket. This way you can simply ask your customers to send an email to your specific email address (e.g. [email protected]) which then will get converted to ticket on your website.

There are two Email Piping Methods available:

IMAP
Gmail

IMAP Method

This is most popular protocol to import emails. Also it is very fast as because emails is being imported from same server most of the time where website is hosted. Almost every email provider gives IMAP settings and it is less than 5 minutes required to connect as shown in below screen-shot: