Connect a support mailbox to HostBill so incoming messages create tickets or join existing conversations. Choose the import method supported by your mail provider and hosting environment, then test a new message and a reply before publishing the support address.
01 Configure the mailbox route
- Open Support > Ticket Departments, select the department and open Import Messages.
- For local email piping, choose the PIPE method and configure the mail forwarder with the command shown by your installation. Verify the actual PHP and administrator-directory path, especially if the admin folder was renamed.
- For mailbox retrieval, enter the provider's hostname, port and supported authentication details. Use encrypted transport and certificate validation appropriate to the provider.
- When the provider requires OAuth, use the available oAuth IMAP method with the authorised application, client ID, secret and provider selection. Follow the provider's current consent and permission requirements.
- Use Test Configuration where offered. Verify that the required PHP mail extensions and the relevant import task are available in the cron environment.
- Remove unintended duplicate routes to the same mailbox. For example, simultaneous piping and polling of the same messages can produce confusing duplicate tickets.
02 Test the complete conversation
Send a message from a test customer's external mailbox. Confirm its department, sender association, subject, body and allowed attachment. Reply from HostBill, then reply to that email and check that it joins the original ticket.
If a message is missing, follow it through the mailbox or forwarder, import log, ticket filters and department settings. A successful outgoing SMTP test does not verify incoming mailbox access.
Common questions
Why did importing stop after changing the administrator folder?
The piping command may still reference the old pipe.php location. Update and test the actual forwarder command as well as the main cron path.
Should I disable certificate validation to resolve a login error?
Check the hostname, certificate chain, TLS mode and provider configuration first. Correcting those details preserves encrypted, authenticated delivery and usually provides a clearer explanation than bypassing validation.