POP3 Fetching Creating tickets in different categories

[ajcke]

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What is the best way to generate tickets to different categories. I have setup POP3 fetching and have 2 categories. I found a couple of different solutions, but I am not sure what the best solution would be.

[Klemen]

You will need either:

1. two email accounts:
viewtopic.php?f=13&t=4978&p=21838&hilit=category#p21838

- or -

2. append a category tag to email message (this is doable for example if submitting emails over a custom html form)
viewtopic.php?f=14&t=4799

Both ways are unofficial and not something that can be enabled in HESK.

[ajcke]

I think option 1 (two email accounts) is what I'm looking for. I have it setup and I can create a ticket for each category using email accounts tied to each category. Is it possible for users to respond to tickets via email? Hesk settings only allows for one "from" email account which makes me think it's not possible the way it's currently configured.

[Klemen]

All ticket notifications are sent from the same email address, so if you set the "From email:" in HESK settings to the same email address as the POP3 fetching email address, all customer responses should go to that email address and be fetched (category doesn't matter anymore as it is already logged within HESK).

[ajcke]

This is how I have it currently setup. Is this the correct behavior and settings intended by viewtopic.php?f=13&t=4978&p=21838&hilit=category#p21838

After following the tutorial we have two POP3 fetching email addresses setup in two different hesk_pop3.php files. I turned on POP3 fetching in the settings and set it to a third email address which is the same as the address set in the "From email": box in HESK settings.

End users can create and respond to tickets via email.
Support users can create tickets via email but when they respond to a ticket via email it creates a new ticket.

Our hesk_pop3.php file structure looks like this.
hesk_pop3_category1.php (email address 1)
hesk_pop3_category2.php (email address 2)
hesk_pop3.php Original file. This fetches from the third email address (all replies)