Support

Do you get any errors?

Is the email addressed to the email address specified as the ticket Category's email address? If not, ATS doesn't know which category it belongs to and gives up.

Do you have multiple Categories using the same email address? In this case ATS will pick up one. Which one it will be depends on a lot of things, so we strongly recommend not to do that.

Is the email sent from an address belonging to a Joomla! user? If not, ATS doesn't know who's emailing the ticket system and disregards the message.

Does the Joomla! user who emailed the ticket system have enough privileges to create a new ticket in that category? If not ATS will also disregard the email message.

Please go to Components, Akeeba Ticket System, Options and click on Reply By Email. Please check the following:

Reply by email set to Yes, otherwise you cannot respond to an existing ticket.

Only for managers set to No, otherwise only support staff –not plain users– will be able to reply to / create new tickets.

Create ticket by email set to Yes, otherwise no new tickets will be created by email.

Text version only set to No unless you really have a reason to specify otherwise.

I cannot think of any other reason the email would be read, removed from the server but nothing more would happen. Can you create a ticket using the user account you tried to create the ticket by email with?