Inkomende E-mail

Configuratie

# .env
ESCALATED_INBOUND_EMAIL=true
ESCALATED_INBOUND_ADDRESS=support@yourapp.com

# Mailgun
ESCALATED_INBOUND_ADAPTER=mailgun
ESCALATED_MAILGUN_SIGNING_KEY=your-signing-key

# Postmark
ESCALATED_INBOUND_ADAPTER=postmark
ESCALATED_POSTMARK_INBOUND_TOKEN=your-token

# AWS SES
ESCALATED_INBOUND_ADAPTER=ses
ESCALATED_SES_TOPIC_ARN=arn:aws:sns:us-east-1:...

# IMAP
ESCALATED_INBOUND_ADAPTER=imap
ESCALATED_IMAP_HOST=imap.gmail.com
ESCALATED_IMAP_USERNAME=support@yourapp.com
ESCALATED_IMAP_PASSWORD=your-app-password

IMAP-polling

// routes/console.php
Schedule::command('escalated:poll-imap')->everyMinute();

Configuratie

# config/initializers/escalated.rb
Escalated.configure do |config|
  config.inbound_email_enabled = true
  config.inbound_email_adapter = :mailgun
  config.inbound_email_address = "support@yourapp.com"
  config.mailgun_signing_key = ENV["ESCALATED_MAILGUN_SIGNING_KEY"]
end

IMAP-polling

# config/recurring.yml (Solid Queue)
poll_imap:
  class: Escalated::PollImapJob
  schedule: every minute

Configuratie

# settings.py
ESCALATED = {
    "INBOUND_EMAIL_ENABLED": True,
    "INBOUND_EMAIL_ADAPTER": "mailgun",
    "INBOUND_EMAIL_ADDRESS": "support@yourapp.com",
    "MAILGUN_SIGNING_KEY": os.environ.get("ESCALATED_MAILGUN_SIGNING_KEY"),
}

IMAP-polling

# crontab of Celery beat
python manage.py poll_imap

Configuratie

// config/escalated.ts
inboundEmail: {
  enabled: true,
  adapter: 'mailgun',
  address: 'support@yourapp.com',
  mailgunSigningKey: Env.get('ESCALATED_MAILGUN_SIGNING_KEY'),
}

IMAP-polling

# Cron of @adonisjs/scheduler
node ace escalated:poll-imap

Filament gebruikt dezelfde inkomende-e-mailconfiguratie van escalated-laravel. Zie het Laravel-tabblad.

IMAP-polling

Gebruikt hetzelfde Laravel-plannercommando. Zie het Laravel-tabblad.

Configuratie

Configureer inkomende e-mail onder Escalated -> Settings -> Email in wp-admin. Ondersteunt Mailgun-, Postmark- en AWS SES-webhooks.

IMAP-polling

IMAP-polling wordt uitgevoerd via WP-Cron. De plugin plant dit automatisch in wanneer IMAP is geconfigureerd als de inkomende adapter.

Inbound email is configured entirely on the server side. No mobile-specific setup is needed.

Tickets created via email appear in the Flutter app exactly like any other ticket. Thread detection, guest tickets, and attachment handling are all managed by your backend — the mobile app simply displays the results through the API.

Note: See your backend framework's tab for inbound email configuration (adapters, webhook URLs, IMAP polling).

Inbound email is configured entirely on the server side. No mobile-specific setup is needed.

Tickets created via email appear in the React Native app exactly like any other ticket. Thread detection, guest tickets, and attachment handling are all managed by your backend — the mobile app simply displays the results through the API.

Note: See your backend framework's tab for inbound email configuration (adapters, webhook URLs, IMAP polling).

Webhook endpoint

The .NET bundle exposes a single webhook for all providers. Configure Postmark and/or Mailgun to POST inbound mail to:

POST /support/webhook/email/inbound?adapter=postmark
POST /support/webhook/email/inbound?adapter=mailgun

You can also pass the adapter via the X-Escalated-Adapter header instead of a query parameter.

Configuration

Set the shared inbound secret and the mail domain (used for signed Reply-To and canonical Message-ID headers) in appsettings.json or via environment variables:

{
  "Escalated": {
    "Mail": {
      "Domain": "support.yourapp.com",
      "InboundSecret": "a-long-random-value"
    }
  }
}

# .env
Escalated__Mail__Domain=support.yourapp.com
Escalated__Mail__InboundSecret=a-long-random-value

The InboundSecret is symmetric — it's used to sign outbound Reply-To addresses and to verify inbound webhook requests, so forged emails that target a stolen reply address are rejected via timing-safe HMAC comparison.

Provider setup

Each provider signs its webhook and expects you to forward that signature via the X-Escalated-Inbound-Secret header.

Postmark — in your server settings under Inbound → Webhook URL:

https://yourapp.com/support/webhook/email/inbound?adapter=postmark

Add a custom header X-Escalated-Inbound-Secret: <your secret>.

Mailgun — under Receiving → Routes, create a "Forward" action pointing at:

https://yourapp.com/support/webhook/email/inbound?adapter=mailgun

Set the HMAC header the same way.

Testing

curl -X POST \
  -H "Content-Type: application/json" \
  -H "X-Escalated-Inbound-Secret: <your secret>" \
  -d '{
    "FromFull": {"Email": "customer@example.com", "Name": "Customer"},
    "To": "support@example.com",
    "Subject": "Hello",
    "TextBody": "Help please",
    "MessageID": "<abc@mail>"
  }' \
  "https://yourapp.com/support/webhook/email/inbound?adapter=postmark"

The response shape:

{
  "inboundId": 42,
  "status": "created",
  "outcome": "created_new",
  "ticketId": 7,
  "replyId": null,
  "pendingAttachmentDownloads": []
}

Provider-hosted attachments (Mailgun's larger files, for example) appear in pendingAttachmentDownloads so a background worker can fetch and persist them out-of-band.

Webhook endpoint

The Phoenix library exposes a single webhook controller for all providers. Configure Postmark and/or Mailgun to POST inbound mail to:

POST /support/webhook/email/inbound?adapter=postmark
POST /support/webhook/email/inbound?adapter=mailgun

You can also pass the adapter via the x-escalated-adapter header instead of a query parameter.

Configuration

Set the shared inbound secret and mail domain (used for signed Reply-To and canonical Message-ID headers) in config/runtime.exs:

config :escalated,
  mail_domain: System.get_env("ESCALATED_MAIL_DOMAIN", "support.yourapp.com"),
  email_inbound_secret: System.fetch_env!("ESCALATED_INBOUND_SECRET"),
  inbound_parsers: [
    Escalated.Services.Email.Inbound.PostmarkParser,
    Escalated.Services.Email.Inbound.MailgunParser
  ]

The email_inbound_secret is symmetric — it signs outbound Reply-To addresses and verifies inbound webhook requests, so forged emails that target a stolen reply address are rejected via timing-safe comparison (Plug.Crypto.secure_compare/2).

Wiring

Register the route in your Phoenix router:

scope "/support/webhook/email", Escalated.Controllers do
  pipe_through :api
  post "/inbound", InboundEmailController, :inbound
end

Provider setup

Each provider signs its webhook and expects you to forward that signature via the x-escalated-inbound-secret header.

Postmark — in your server settings under Inbound → Webhook URL:

https://yourapp.com/support/webhook/email/inbound?adapter=postmark

Add a custom header x-escalated-inbound-secret: <your secret>.

Mailgun — under Receiving → Routes, create a "Forward" action pointing at:

https://yourapp.com/support/webhook/email/inbound?adapter=mailgun

Set the HMAC header the same way.

Testing

curl -X POST \
  -H "Content-Type: application/json" \
  -H "x-escalated-inbound-secret: <your secret>" \
  -d '{
    "FromFull": {"Email": "customer@example.com", "Name": "Customer"},
    "To": "support@example.com",
    "Subject": "Hello",
    "TextBody": "Help please",
    "MessageID": "<abc@mail>"
  }' \
  "https://yourapp.com/support/webhook/email/inbound?adapter=postmark"

The response shape:

{
  "status": "created",
  "outcome": "created_new",
  "ticket_id": 7,
  "reply_id": null,
  "pending_attachment_downloads": []
}

Provider-hosted attachments (Mailgun's larger files, for example) appear in pending_attachment_downloads so a background worker can fetch and persist them out-of-band.

Webhook endpoint

The Go module exposes a single webhook handler for all providers. Configure Postmark and/or Mailgun to POST inbound mail to:

POST /escalated/webhook/email/inbound?adapter=postmark
POST /escalated/webhook/email/inbound?adapter=mailgun

You can also pass the adapter via the X-Escalated-Adapter header instead of a query parameter.

Configuration

Set the shared inbound secret and mail domain (used for signed Reply-To and canonical Message-ID headers) via environment variables or directly on email.Config:

ESCALATED_MAIL_DOMAIN=support.yourapp.com
ESCALATED_INBOUND_SECRET=a-long-random-value

cfg := email.Config{
    MailDomain:     os.Getenv("ESCALATED_MAIL_DOMAIN"),
    InboundSecret:  os.Getenv("ESCALATED_INBOUND_SECRET"),
}

The InboundSecret is symmetric — it signs outbound Reply-To addresses and verifies inbound webhook requests, so forged emails that target a stolen reply address are rejected via timing-safe HMAC comparison (hmac.Equal).

Wiring

Register the handler on your http.ServeMux:

svc := email.NewInboundEmailService(router, writer)
handler := handlers.NewInboundEmailHandler(svc, parsers, cfg.InboundSecret)
mux.Handle("POST /escalated/webhook/email/inbound", handler)

Provider setup

Each provider signs its webhook and expects you to forward that signature via the X-Escalated-Inbound-Secret header.

Postmark — in your server settings under Inbound → Webhook URL:

https://yourapp.com/escalated/webhook/email/inbound?adapter=postmark

Add a custom header X-Escalated-Inbound-Secret: <your secret>.

Mailgun — under Receiving → Routes, create a "Forward" action pointing at:

https://yourapp.com/escalated/webhook/email/inbound?adapter=mailgun

Set the HMAC header the same way.

Testing

curl -X POST \
  -H "Content-Type: application/json" \
  -H "X-Escalated-Inbound-Secret: <your secret>" \
  -d '{
    "FromFull": {"Email": "customer@example.com", "Name": "Customer"},
    "To": "support@example.com",
    "Subject": "Hello",
    "TextBody": "Help please",
    "MessageID": "<abc@mail>"
  }' \
  "https://yourapp.com/escalated/webhook/email/inbound?adapter=postmark"

The response shape:

{
  "status": "created",
  "outcome": "created_new",
  "ticket_id": 7,
  "reply_id": null,
  "pending_attachment_downloads": []
}

Provider-hosted attachments (Mailgun's larger files, for example) appear in pending_attachment_downloads so a background worker can fetch and persist them out-of-band.

Webhook endpoint

The Spring Boot starter exposes a single webhook for all providers. Configure Postmark and/or Mailgun to POST inbound mail to:

POST /escalated/webhook/email/inbound?adapter=postmark
POST /escalated/webhook/email/inbound?adapter=mailgun

You can also pass the adapter via the X-Escalated-Adapter header instead of a query parameter.

Configuration

Set the shared inbound secret and mail domain (used for signed Reply-To and canonical Message-ID headers) in application.yml:

escalated:
  mail:
    domain: support.yourapp.com
    inbound-secret: ${ESCALATED_INBOUND_SECRET}

Or via environment variables:

ESCALATED_MAIL_DOMAIN=support.yourapp.com
ESCALATED_INBOUND_SECRET=a-long-random-value

The inbound-secret is symmetric — it signs outbound Reply-To addresses and verifies inbound webhook requests, so forged emails that target a stolen reply address are rejected via timing-safe HMAC comparison (MessageDigest.isEqual).

Provider setup

Each provider signs its webhook and expects you to forward that signature via the X-Escalated-Inbound-Secret header.

Postmark — in your server settings under Inbound → Webhook URL:

https://yourapp.com/escalated/webhook/email/inbound?adapter=postmark

Add a custom header X-Escalated-Inbound-Secret: <your secret>.

Mailgun — under Receiving → Routes, create a "Forward" action pointing at:

https://yourapp.com/escalated/webhook/email/inbound?adapter=mailgun

Set the HMAC header the same way.

Testing

curl -X POST \
  -H "Content-Type: application/json" \
  -H "X-Escalated-Inbound-Secret: <your secret>" \
  -d '{
    "FromFull": {"Email": "customer@example.com", "Name": "Customer"},
    "To": "support@example.com",
    "Subject": "Hello",
    "TextBody": "Help please",
    "MessageID": "<abc@mail>"
  }' \
  "https://yourapp.com/escalated/webhook/email/inbound?adapter=postmark"

The response shape:

{
  "status": "created",
  "outcome": "CREATED_NEW",
  "ticketId": 7,
  "replyId": null,
  "pendingAttachmentDownloads": []
}

Provider-hosted attachments (Mailgun's larger files, for example) appear in pendingAttachmentDownloads so a background worker can fetch and persist them out-of-band.

Webhook endpoint

The Symfony bundle exposes a single webhook controller for all providers. Configure Postmark and/or Mailgun to POST inbound mail to:

POST /escalated/webhook/email/inbound?adapter=postmark
POST /escalated/webhook/email/inbound?adapter=mailgun

You can also pass the adapter via the X-Escalated-Adapter header instead of a query parameter.

Configuration

Set the shared inbound secret and mail domain (used for signed Reply-To and canonical Message-ID headers) under the escalated: bundle config:

# config/packages/escalated.yaml
escalated:
    mail_domain: '%env(ESCALATED_MAIL_DOMAIN)%'
    inbound_secret: '%env(ESCALATED_INBOUND_SECRET)%'

# .env
ESCALATED_MAIL_DOMAIN=support.yourapp.com
ESCALATED_INBOUND_SECRET=a-long-random-value

The inbound_secret is symmetric — it signs outbound Reply-To addresses and verifies inbound webhook requests, so forged emails that target a stolen reply address are rejected via timing-safe comparison (hash_equals).

Provider setup

Each provider signs its webhook and expects you to forward that signature via the X-Escalated-Inbound-Secret header.

Postmark — in your server settings under Inbound → Webhook URL:

https://yourapp.com/escalated/webhook/email/inbound?adapter=postmark

Add a custom header X-Escalated-Inbound-Secret: <your secret>.

Mailgun — under Receiving → Routes, create a "Forward" action pointing at:

https://yourapp.com/escalated/webhook/email/inbound?adapter=mailgun

Set the HMAC header the same way.

Testing

curl -X POST \
  -H "Content-Type: application/json" \
  -H "X-Escalated-Inbound-Secret: <your secret>" \
  -d '{
    "FromFull": {"Email": "customer@example.com", "Name": "Customer"},
    "To": "support@example.com",
    "Subject": "Hello",
    "TextBody": "Help please",
    "MessageID": "<abc@mail>"
  }' \
  "https://yourapp.com/escalated/webhook/email/inbound?adapter=postmark"

The response shape:

{
  "status": "created",
  "outcome": "created_new",
  "ticket_id": 7,
  "reply_id": null,
  "pending_attachment_downloads": []
}

Provider-hosted attachments (Mailgun's larger files, for example) appear in pending_attachment_downloads so a background worker can fetch and persist them out-of-band.

Adding a custom parser

The bundle discovers inbound parsers by the escalated.inbound_parser tag. To add a new one, implement Escalated\Symfony\Mail\Inbound\InboundEmailParser and autoconfigure:

# config/services.yaml
services:
    _instanceof:
        Escalated\Symfony\Mail\Inbound\InboundEmailParser:
            tags: ['escalated.inbound_parser']