SupportCandy Email Piping Addon
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About SupportCandy Email Piping Addon
Your customer already has their email open, your portal not so much
A support desk that forces people to visit the website, log in and fill in a form loses tickets along the way. Customers get tired and write to any address they can find, and that request ends up outside the system, with no follow-up or history. SupportCandy Email Piping Addon closes that leak: it turns email into another way into your ticket system.
It works with the same mailbox you already use to send notifications. When someone writes to that address, a new ticket is created. The customer receives the confirmation and notices for every reply or change, and if they answer that email, their message is added to the ticket as one more reply. Agents also get notices (new tickets, customer replies, changes) and can respond from their inbox.
IMAP, Gmail API or Microsoft Exchange API: it depends on your mailbox
There are three methods to connect the mailbox:
- IMAP with basic authentication, the most common one.
- Gmail API.
- Microsoft Exchange API.
Google and Microsoft do not accept basic authentication over IMAP, which is why the two API connections exist. If your support email is with Google or Microsoft, that is the route to take; with any other provider, IMAP is usually the way.
Three support situations solved with rules and settings
If urgent requests arrive mixed in with everything else
Piping rules fill in ticket fields based on conditions: forwarding address, sender, and keywords in the subject or body. For example, if the word "Urgent" appears, the ticket can be created with high priority. Each condition supports exact matching, wildcards or regular expressions.
If you serve customers from several addresses
If your organization uses more than one address to talk to customers, forward them all to the connected one and add them as forwarding addresses in the settings. You can also enable sending the notifications of those tickets from the original address the email came in through, rather than from the main one.
If your mailbox gets a lot of noise
You can decide whether to import only new emails, only replies or both, and whether to accept only registered users or anyone. You can also choose between an HTML or text body, import CC recipients as additional recipients, and block emails by subject or sender, with the same matching options.
Frequently asked questions before connecting the mailbox
Does the customer need to log in to open or reply to a ticket? Not to reply: they answer the email and their message goes into the ticket. To create tickets, you can choose whether to accept only registered users or everyone.
Does it work with a Gmail or Microsoft account? Yes, through the Gmail API and Microsoft Exchange API connections, designed for when basic authentication is not allowed.
Can I connect several addresses? Yes, by forwarding their emails to the connected address and listing them as forwarding addresses.
Can I stop just any email from opening a ticket? Yes: limit the type of email allowed and the users accepted, and block by subject or sender.
One connected mailbox and a SupportCandy that already works
It is an add-on for SupportCandy: it does not work on its own and needs the ticket system installed. The connection uses a single email account; any other addresses must forward to it.
It does not sort things on its own either: priority rules or other fields are only applied if you define them, so spend some time deciding which words and senders deserve special treatment.
Topics
Version history
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3.3.9 Current 30 Sep 2026
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3.3.8 5 Sep 2026
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3.3.7 26 Jun 2026
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3.3.5 24 Mar 2026
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Frequently asked questions
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GPL (General Public License) is the license under which WordPress and most premium plugins/themes are distributed. It grants you the right to use, modify and redistribute the software in as many projects as you want, with no domain restrictions.
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Yes. With membership you get automatic updates via our GPLClub Updater plugin (installed on your WP, detects new versions and applies them). With individual purchase, you get one year of manual updates from your account.
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Depends on the plan. Monthly: 3 domains. Semi-annual: 7. Annual and Lifetime: 15. Individual purchase: 1 domain.
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GPLClub offers its own support for installation, configuration and compatibility. For direct support from the original author (feature requests, product-specific bugs), a license purchased from the author is required.
