## Email inboxes

Email inboxes allow automatic intake of issues from messages sent by customers. The system regularly fetches messages from configured inboxes and creates or updates issues.

Configuration is available under **Configuration → Inboxes**.

## Inbox configuration

### Basic settings

- **Provider** — server configuration preset: Gmail, Outlook, Yahoo, Zoho, or Custom (manual settings)
- **Email** — the mailbox address monitored by the system
- **Username** — login for the mailbox
- **Password** — mailbox password (when using password authentication)
- **Hostname** — mail server address (filled in automatically for known providers)
- **Port** — server port (filled in automatically)
- **Directory** — mailbox folder to monitor (default: `INBOX`)

### Additional settings

- **Encryption** — SSL, TLS, or none
- **Authentication** — password or OAuth2
- **Message processed** — what to do with a message after processing: **mark as read** or **delete**
- **Unmatched messages** — what to do when a message cannot be matched to an existing issue: **create new issue** or **do nothing**
- **Ignored senders list** — email addresses (or fragments, e.g. `@spamdomain.com`) whose messages are skipped
- **Default language** — language assigned to new issues from this inbox
- **Issue type** — which issue type receives issues from this inbox
- **Assigned user** — user automatically assigned to new issues
- **Assigned organisation** — organisation assigned to new issues
- **Active** — whether the inbox is actively monitored

### OAuth2 settings

When OAuth2 authentication is selected (required for Gmail and Outlook):

- **Client ID** — application identifier from the OAuth2 provider
- **Tenant ID** — tenant identifier (for Outlook / Microsoft 365)
- **Client Secret** — application secret

## Message processing

An incoming message is matched to an existing issue by the issue number in the subject line. If a match is found, the message is attached to the issue. If not, the behaviour is determined by the **Unmatched messages** setting.

Email attachments are automatically added to the issue.

## Email log

The history of received messages and their processing results is available under **System → Email log**. Every message is recorded with its processing outcome and the reason for rejection if applicable. For a detailed description see the [Email log](/logs/email) chapter.

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## FAQ

### How often does the system check the inbox?
The system checks inboxes regularly in the background — typically every few minutes.

### How do I set up Gmail or Outlook?
Select the relevant provider — the hostname, port, and encryption are filled in automatically. Gmail and Outlook require OAuth2 authentication (Client ID and Client Secret from the provider's developer console).

### What is an unmatched message?
An unmatched message is one the system could not link to an existing issue. You can choose to automatically create a new issue or skip the message for manual handling.

### Can I ignore notifications from specific senders?
Yes. Enter an email address or address fragment (e.g. `@company.com`) in the **Ignored senders list** — messages from those addresses will be skipped.

### Does the system handle messages with attachments?
Yes. Email attachments are automatically added to the issue.

### Can I have multiple inboxes for different issue types?
Yes. Each inbox is assigned to one issue type — you can configure as many inboxes as needed.

### What if a message did not create an issue?
Check **System → Email log** — every message is recorded there with its processing result and the reason for skipping or any error.