If you are not able to connect your email account via the Google/Microsoft connectors and neither via the IMAP/POP3 method or you want the emails appear in LiveAgent faster, it is possible to also set up the email piping feature to pipe emails from your mail server to your LiveAgent account. The advantage of this feature is that you do not need to have an email inbox. Compared to Google/Microsoft connectors or IMAP/POP3 methods, which fetch emails every few minutes by cron jobs, piped emails are fetched instantly as they arrive to your mail server.

Customers with self-hosted LiveAgent installations running on the same server as their mail account can also set up local email piping as explained in this article.

In your LiveAgent account, navigate to Configuration > Email > Incoming Mail accounts, and click on the "Integrate new email account" button. In the right "Email piping" section, click on the "Integrate" button to set up a piping email account.

On the next screen, name your piping email account as you like. The name does not need to be the same as your email address. Click on the "Next" button. On the last Ticket configuration screen, choose in which department emails piped from your mail server should be created as tickets, and the outgoing email account that will be set up as the default sender for replying to emails/tickets piped from your mail server.

After clicking the "Finish integration" button, the following confirmation screen with an URL will be displayed. To finish the email piping setup, go to your mail server settings and forward all required email addresses to the following URL. You can close the window, a piping email account will be already created in your LiveAgent incoming email accounts list and will start receiving emails once you configure the email piping on your mail server.

The exact way to configure email piping on your mail server depends entirely on your hosting and your server type. Please ask your server admin or your hosting provider to help you with the actual configuration of email piping on your server.

The HTTP request to the piping URL should look like the following example. It's literally only the piping URL, an empty line that separates HTTP headers from body, and then the email message as the body.

POST https://youraccount.ladesk.com/scripts/remote_mail_pipe.php?account-id=abcd1234&token=abc123def456ghi789 HTTP/1.1

Delivered-To: support@yourdomain.com
Received: by 2001:a25:7430:3124:b1:3c1:cd52:6d7c with SMTP id g4csp653548mdd;
        Wed, 20 Mar 2024 02:47:23 -0700 (PDT)
... <the rest of email message> ...