Support

For an email to result into a ticket being created all of the following conditions must be met:

• The email address in the user account and the message's From address must be an exact match, including the letter case. In any other case, we cannot know if the user exists on your site (that's because Joomla uses case-sensitive email address search; it's not a limitation of our code, it's a limitation of Joomla).
• The email must NOT indicate it is a reply to a ticket (either by contents, or by email headers).
• You must have enabled "Create ticket by email" in the ATS - Fetch Email plugin.
• If you have enabled the "Track email UID" option and a specific email has already been processed in the past (even to be rejected) it won't be re-processed. This is deliberate, to prevent double creation of tickets and ticket replies.
• Emails sent more than 24 hours ago are ignored.
• The effective category is determined by looking at the To address of the message. It it matches the "Category email" email address of one or more ATS categories, the first category found to match this email (case-sensitive) will be used. Otherwise, the effective category is the one you defined in the "Default category" option of the ATS - Fetch Email plugin.
• If the effective category has "Auto-select Private"  enabled, or its "Allowed visibility" is set to "Private tickets" a private ticket needs to be created. In this case, the user needs to have BOTH the Create AND the Create Private privileges on the effective ATS category. Otherwise, a public ticket will be created. In this case, the user needs to have the Create privilege on the effective ATS category.
• If there are any attachments in the mail message, only those which would be able to be uploaded to Joomla will be taken into account. Attachments will be created into the ticket if and only if the user has the Create Attachments privilege on the effective ATS category.

It is, therefore, perfectly possible to send an email from a differently spelled or differently capitalised email address than the one on file for the user, resulting in an email that they are not a user of the site.

It is moreover possible to send an email from the correct email address on file for a user account but still not get a ticket created because the user does not have adequate permissions, or you have not enabled ticket creation by email in the plugin.

If an email message does not result in the creation of a ticket or ticket reply, it is left in the inbox. It is not deleted. This is deliberate. It lets you log into the mailbox and inspect failed messages to understand if they are indeed invalid, if you need to change your configuration, or if you need to reach out to the user (e.g. you noticed they use the wrong or wrongly formatted email address compared to what's on file for them in their Joomla user account).