Kayako

SupportSuite comes with a very flexible Email Parser that allows you to process your company emails right from the helpdesk. Each unique issue gets created as a ticket and all corresponding replies under that email are automatically filed under the corresponding ticket. Email Parser comes with full support for File Attachments and has very flexible parser rules that can be configured to process your incoming emails efficiently.

Installation of Email Parser can be done in two ways:

- Piping
- POP3/IMAP Account Polling

Each of them are individually described in detail below.

Piping

Piping is a push based method wherein your MTA (Mail Transport Agent) which can be Qmail, Exim, Sendmail or Postfix pipes the incoming email directly into the parser. Piping is instantaneous as the incoming email is dispatched into the parser as and when it arrives, it is also more stable as each individual email results in creation of a unique process of the email parser. All Unix based servers should use this method if possible. Piping requires basic system administration knowledge.

POP3/IMAP Polling

The Email Parser of SupportSuite/eSupport can poll your POP3/IMAP Accounts and convert the emails available in the Inbox into tickets. POP3/IMAP is Pull based wherein it is the product that polls the email from your MTA and not the other way around. POP3/IMAP Polling works in scheduled execution i.e. you schedule the running of a file to say every 5 minutes and when the file is ran the script logs in to the mailbox, fetches the mail and carries out the other actions. POP3/IMAP Polling is generally much easier to setup than Piping. Windows users can only use this option.

The other chapters in this category describe detailed installation on various system configurations. Common issues regarding installation are described in the Troubleshooting section.