Hi team,
I’m using ERPNext v15 (self‑hosted) with the Support module enabled, and I want to implement an email‑based ticketing workflow similar to osTicket.
What I want the system to do
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Fetch emails from a support inbox (IMAP)
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The system should poll an IMAP mailbox (e.g.,
support@mydomain.com). -
For every incoming email, automatically create a Support Issue (ticket).
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Use email fields as ticket fields
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The email subject becomes the Issue title.
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The email body becomes the Issue description / details.
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Attachments in the email should be stored as Issue attachments.
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Link the Issue to an employee/customer (if possible)
- Optionally match the sender email with an Employee or Customer record and associate the Issue.
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Automatic assignment logic
- Find out how to use Assignment Rules (or alternative) to auto‑assign Issues to agents based on certain conditions (e.g., subject keywords, customer group, etc.).
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Email replies from within ERPNext should send via the same support email
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When a support agent replies to the ticket in ERPNext, the response should be sent from
support@mydomain.com. -
The reply should then update the ticket thread appropriately.
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