Frequently Asked Question
Why are emails not converting into tickets?
Last Updated 6 days ago
If emails are not turning into tickets, the issue is usually related to email fetching or piping configuration.
Common causes:
1) Email fetching not enabled
Go to Admin Panel → Emails → Settings
Enable Email Fetching
Without this, osTicket will never check the mailbox.
2) Cron job not running
osTicket needs a scheduled task to check emails regularly.
Typical cron example:
*/5 * * * * /usr/bin/php /path/to/api/cron.php
If the cron job doesn’t run, tickets won’t be created.
3) Wrong IMAP/POP settings
Make sure:
Hostname
Port
Encryption
Credentials
are correct and the mailbox connects successfully.
4) Auto-cron conflict
If you use a real cron job:
Enable “Email Fetching”
Disable “Fetch on auto-cron”
Using both can create issues or duplicate tickets.