Email retrieval

Incoming email accounts are managed centrally and connected through standard IMAP, Microsoft 365, or Google.

This chapter covers the following tasks:

  • Using the account overview

  • Creating and testing a standard IMAP account

  • Connecting a Microsoft 365 account through OAuth2

  • Connecting a Google Workspace or Gmail account through OAuth2

  • Activating and deactivating an account

  • Deleting an account only after deactivation

  • Automatically renewing OAuth2 tokens

Email retrieval overview Email retrieval through IMAP Email retrieval through Microsoft 365 Email retrieval through Google

Configure the email retrieval interval

Open Administration → System Settings and Email retrieval. Email retrieval interval offers 1, 2, 5, 10, 15 or 30 minutes. Save the chosen value. Qisutu defaults to five minutes.

The running daemon reloads the setting automatically, approximately every 15 seconds in this version. No service restart or additional cron job is required. The interval applies to checking all active IMAP accounts in the instance; it is not a separate schedule per mailbox. If email is missing, first check the daemon, account activation and communication log.

Unambiguous customer service/SLA assignment

New email tickets automatically inherit exactly one active, valid service/SLA assignment for the identified customer unless an explicit postmaster action overrides it. Multiple eligible services require explicit selection. Ordinary replies retain the existing ticket snapshot.

Configuration and example: Service and SLA assignment for incoming email.