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Channels & integrations

Configure a mailbox

Connect incoming and outgoing email, check hosting requirements and verify delivery.

3 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Mailboxes live under Settings → Support Channels → Email (#/settings/channels/email). Each mailbox has IMAP for inbound polling and SMTP (or the site mailer) for outbound. If PHP IMAP is missing, the UI states IMAP unavailable and inbound cannot poll — HelSup reports the missing dependency. Delivery logs are #/settings/channels/logs. Templates are #/settings/channels/templates.

When to use this

A mailbox connects inbound customer email to tickets and delivers agent replies through the chosen outgoing transport. Inbound polling requires PHP IMAP; outbound delivery can use WordPress wp_mail or direct SMTP. Configure and test each direction separately.

Where to find the controls

#/settings/channels/email. System Status reports email/IMAP health. Onboarding email step only reminds you to come here.

Who can make these changes

elegant_support_manage_settings. Agents send from the ticket workspace using the configured mailbox; they do not edit IMAP passwords.

Before you begin

Add host, port, encryption, username, password, From name/address. Enable inbound only when IMAP is available. Auto-acknowledgement is a Channels → Email option. Polling runs on the queue — use system cron in production.

Follow these steps

  1. Open Settings → Support Channels → Email and add a mailbox.
  2. Set Identity and choose WordPress mail or direct SMTP for outgoing delivery.
  3. Save and test outbound with an external address.
  4. If using inbound polling, confirm PHP IMAP, set incoming credentials and folder, and enable inbound.
  5. Send an external message to the support address.
  6. Confirm the resulting email ticket in Inbox.
  7. Reply from its workspace and check delivery logs and the external inbox.

Settings reference

Mailbox name, IMAP host/port/encryption/user/password, SMTP host/port/encryption/user/password, From, reply-to, inbound enabled, auto-ack, template assignment, last poll error.

Example workflow

Host without IMAP: Email settings still open, inbound stays disabled with IMAP unavailable. You can still send via SMTP or wp_mail. Customers use the web form until IMAP is installed.

Good practices

Exclude /wp-json/elegant-support/ from page cache. App passwords beat mailbox master passwords. One mailbox per brand From address.

Important considerations

Never paste SMTP secrets into tickets, KB, or chat. Import/Export of settings excludes API keys, SMTP passwords, webhook secrets, and license keys — do not re-enter them into a shared backup file.

If something does not work

Email not received: IMAP unavailable, inbound off, poll error, cron idle, or provider blocking. Email not sent: SMTP auth, From not allowed, queue backlog, status failed/bounced on logs. Contact support after you captured the delivery log error_message (redact passwords).

Continue learning

Saved replies→Scheduled replies→Keep background jobs and cron running→Find the cause of a support-workspace issue→

Let’s solve it together.

Can’t find what you need? Our support team can help with your next step.

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