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How does Helpmate transfer email into the tickets?
Sep 17, 2015 by Peter D.

The process is based on reading users emails from email gateway (it’s a separate email with configured access). It happens automatically through time intervals and launched with Magento cron or after using "Refresh email storage" button on the tickets administrator grid. The extension navigates through the list of support departments and then checks each new email gateway for new emails. After that the Helpmate either creates or updates existing tickets with new messages from customers.

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