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Receiving support requests by email

Connect a Gmail support inbox and check how incoming messages become tickets or review items.

Needs: Email Intake module

Email Intake handles incoming messages. It is configured separately from the service used to send mail. A successful outgoing test does not confirm that CRM-NG is reading your support inbox.

Connect the support inbox

The reviewed provider is Gmail, with one connected inbox. In Settings → Email Intake, configure a Google Cloud Web application OAuth client. Enter its Client ID and secret, register the exact redirect URI shown by CRM-NG, save and choose Connect Gmail. Leaving an already saved secret field blank preserves the existing value.

The Connection panel shows the account, last check and latest error. Check now runs a check, while Disconnect stops intake until the inbox is connected again.

Use a test mailbox when establishing the process. Each poll reads up to 20 unread inbox messages, routes them and marks processed messages read. Unknown senders are labeled for human review instead of being automatically turned into client tickets, so staff need to check that label as well as the ticket queue.

Understand priority and reply matching

A subject marker such as [P1] requests priority, subject to the sender's plan cap. Keeping [Ticket #123] in the subject helps a reply join the existing ticket. Test that behavior with a known, authorized client.

Verify the full conversation

  1. Send a test request to the connected support address.
  2. Check that it reaches the expected ticket or review route.
  3. Reply from CRM-NG and confirm the email arrives.
  4. Reply to that message from the test mailbox and check that it appears on the same ticket.
  5. Test an attachment and an unknown sender according to your intake process.

Avoid having multiple processors compete for the same mailbox unless you have designed for their interaction. They can create duplicate tickets or change read states before the other processor sees a message.

Review intake after authorization changes, mailbox moves and upgrades. Keep another way for customers to reach you during an outage; requests that never became tickets will not appear in the unassigned queue.