Email Integration

Drako Tickets supports two email directions:

• Outbound (SMTP) — send reply notifications and ticket confirmations to users

• Inbound (IMAP) — poll a mailbox so that email replies automatically append to the correct ticket

Both are configured in Dashboard → Settings → Mail Server and Inbound Email.

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Outbound mail (SMTP)

1

Gather your SMTP credentials

You can use any SMTP provider. Common choices:

Provider	Host	Port	Notes
Gmail	smtp.gmail.com	587	Requires an App Password if 2FA is enabled
Outlook / Microsoft 365	smtp.office365.com	587	Use your full email as the username
Mailgun	smtp.mailgun.org	587	Use SMTP credentials from your Mailgun domain
SendGrid	smtp.sendgrid.net	587	Username is always apikey, password is your API key
Custom / self-hosted	your server	25 / 465 / 587	Ensure port is open and not blocked by your host

2

Configure in the dashboard

Go to Settings → Mail Server and fill in:

Field	Description
SMTP Host	Your provider's hostname, e.g. smtp.gmail.com
SMTP Port	Usually 587 (STARTTLS) or 465 (SSL)
Secure (SSL)	Enable if using port 465
Username	Your email address or SMTP username
Password	Your SMTP password or app password
From Address	The address emails are sent from, e.g. [email protected]
From Name	Display name shown in the recipient's inbox, e.g. Your Company Support

3

Test the connection

Click Test SMTP Connection to send a test message to yourself. If it fails, check:

• The host and port are correct

• Your firewall or hosting provider allows outbound SMTP on that port

• You are using an App Password if your account has 2FA enabled

4

Enable SMTP

Toggle Enable SMTP on and click Save. Outbound notifications will now be sent when a technician replies to a ticket.

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Inbound email (IMAP)

When IMAP is enabled, Drako Tickets polls your mailbox on a schedule. Emails are matched to existing tickets by the [TK-XXXX] reference in the subject line. If no match is found a new ticket is created.

1

Set up a dedicated support mailbox

Create a dedicated email address for support, e.g. [email protected]. This keeps your personal inbox separate and makes filtering easier.

2

Enable IMAP access on your mailbox

Provider	How to enable
Gmail	Settings → See all settings → Forwarding and POP/IMAP → Enable IMAP. If 2FA is on, create an App Password.
Outlook / Microsoft 365	Settings → Mail → Sync email → Enable IMAP.
Other providers	Refer to your provider's documentation.

3

Configure in the dashboard

Go to Settings → Inbound Email and fill in:

Field	Description
IMAP Host	Your provider's IMAP hostname, e.g. imap.gmail.com
IMAP Port	Usually 993 (SSL) or 143 (STARTTLS)
Secure (SSL)	Enable for port 993
Username	Your mailbox email address
Password	Your IMAP password or app password
Mailbox	The folder to poll, usually INBOX
Poll Interval	How often to check for new mail (minimum 1 minute)

4

Test the connection

Click Test IMAP Connection to verify the credentials. A successful test means Drako Tickets can connect and read the mailbox.

5

Enable IMAP polling

Toggle Enable IMAP on and click Save. The poller starts immediately and will run on the configured interval.

How ticket matching works

When an email arrives, DrakoTickets looks for a [TK-XXXX] tag in the subject line (e.g. Re: Your ticket [TK-0042]). If found, the email body is appended as a new comment on that ticket. If no tag is found, a new ticket is created and a confirmation email is sent to the sender.

Tip: The confirmation email template is customisable in Settings → Email Templates.

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Email templates

Go to Settings → Email Templates to customise:

• Confirmation email — sent to the requester when a new ticket is created via email

• Reply email — sent to the requester when a technician replies

• Global signature — appended to all outbound emails

Templates support the following variables:

Variable	Description
{{ticket_number}}	The ticket number, e.g. 0042
{{ticket_title}}	The ticket subject / title
{{requester_name}}	The requester's display name
{{from_name}}	The configured From Name