The Email Support extension for KB Support includes the Anonymous Replies feature. Before we go on, it is important to note that in order to make use of this feature, you must have the participants feature enabled within KB Support.
When the KBS Email Support extension connects to your mailbox, it does so using the standard IMAP flags. These include the mailbox server host name, the protocol to use (IMAP/POP3), the port number and the transport security.
However, from time to time, you may need to send additional flags in order to obtain a successful connection. This article describes how.
The Email Support extension requires the IMAP extension for PHP to be present. The IMAP extension is responsible for processing IMAP and POP3 connections from PHP and so without it, Email Support will not be able to connect to your mailboxes.
The way in which Email Support handles an email in reply to a ticket that is currently closed depends on how you have configured the core KBS settings.
You can choose to allow the creation of new tickets from emails that are received. There are a couple of options available to you and you should consider these carefully before enabling.
The Email Support extension allows you select to process received emails as either HTML or Plain Text for each server connection you have defined.
The following details will assist you in getting up and running with the Email Support extension.
For a detailed overview of the functionality available within this extension, view the Email Support product page.
The Email Support extension for KB Support allows agents to enter certain commands into email content which, when detected, initiate specific actions for the ticket.