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Email

Tessio can send outbound notification emails and receive inbound emails as new tickets. Both channels are configured per-organisation in Settings → Email. Credentials are stored encrypted (using TESSIO_SECRET_KEY) — never in plain text.

Set TESSIO_SITE_URL to your instance's public URL (e.g. https://tessio.example.com) so that links in notification emails point at the right place.

Outbound notifications

  1. In Settings → Email, fill in the SMTP section: host, port, security (None / STARTTLS / TLS), username, and password.
  2. Set a From name and From address (the envelope sender your users will see).
  3. Toggle Enable outbound email on.
  4. Click Send test email — Tessio sends a test message to your own account. Check your inbox and fix any SMTP errors before saving.

Notifications are sent to the ticket requester and assignee on activity (new comment, status change, assignment, etc.). Each user controls which categories they receive in Settings → Notifications. The in-app bell shows the same feed regardless of email preferences.

Inbound email-to-ticket

  1. In Settings → Email, fill in the IMAP section: host, port, user, password, and the mailbox to watch (default: INBOX).
  2. Choose the Default ticket type (and optionally a Default team) for tickets opened by email.
  3. Toggle Enable inbound email on.
  4. Click Test connection to verify Tessio can reach the mailbox.

Tessio polls the mailbox every EMAIL_POLL_INTERVAL_MS milliseconds (default 60 s). Each unseen message creates a new ticket, or threads back to an existing one when the subject contains [#<ticket-number>] or the message includes the hidden reply token embedded in notification emails.

Attachments are saved to the ticket automatically. Any single attachment exceeding EMAIL_ATTACHMENT_MAX_BYTES (default 10 MB) is silently skipped.

Accept mail from new senders

The Accept mail from new senders setting (default off) controls what happens when an email arrives from an address not associated with any Tessio user account:

  • Off — the message is ignored. Use this for internal support inboxes where only existing users should open tickets.
  • On — Tessio creates a no-login requester record for the unknown address and opens the ticket. Use this for a public-facing support inbox.

Troubleshooting

Symptom Check
Test email not received Verify SMTP host / port / credentials; check spam folder
IMAP test fails Confirm the mailbox user has IMAP access and the port is open from the worker container
Notification links point at localhost Set TESSIO_SITE_URL to your public URL
Replies create new tickets instead of threading Ensure your mail client quotes the original message (the reply token must survive in the body)