Submitting tickets and updates by email
Emails from customers can be used to submit and update tickets from one or mulltiple email addresses. For Acorn Aid to capture emails an email account needs to be added to Inbound Email in Settings.
Adding an email account
Testing your email account connection
To ensure Acorn Aid can establish a connection with your email account try testing the connection.
If the connection is successful you will see a message saying Connection Successful. You can now either manually or automatically submit or update tickets by email. See below for further detail.
If the connection fails or times out you will see the message Connection Failed. Check Account Settings. Click the edit button to change your settings or contact your email account provider.
Testing submitting and updating tickets manually
With an email account setup and a connection successfully established you can manually test submitting and updating tickets.
Enable manual retrieval and test submitting a ticket by email.
Your email will now be a ticket and if email notifications are enabled an email notification including the ticket details will returned to the sender.
Testing updating a ticket by email
Important! For tickets to be updated by email the ticket ID must be included in the subject of the email. See Setting email notifications and content for further advice.
Your reply will now update the ticket ID included within the subject header.
Submit and update tickets automatically (Cron Job)
Cron Jobs can be used to automatically submit and update tickets sent to your configured email accounts in Inbound Emails.
Cron Jobs are available within your web host provider.
Setting up a cron job
Send emails to your configured email account to test the cron job is successfully running and submitting and updating tickets by email.