BMS Email Parser | FAQs


This guide lists some of the frequently asked questions about Email parser. 


  • How to create an email parser?
    • Refer to this guide to set up your email parser. 
  • How are replies added to a ticket? 
    • Message threading is based on the message-id of the email. The ticket number in the subject line is used as a fallback option. Refer to this detailed guide.
  • Why is the connection failing when creating a parser? 
    • Email parsers in PSA use the IMAP protocol to parse the emails from a mailbox to tickets. If the setup fails due to any connection issues, we recommend testing your configuration on the test connectivity tool. Refer to this detailed guide. 
  • Are all my emails read when I create a parser?
    • Only new emails in the mailbox will be converted to a ticket once the newly created parser is active. 
  • How do I stop tickets creation of my older emails? 
    • On an existing parser if you do not want emails to be converted to a ticket. Delete and recreate the parser in PSA. This will only convert the new emails to tickets after recreation.
  • Why do I get an error 500 when creating the parser? 
    • Check if your password has any HTML tags in it and remove them. The system doesn't accept any HTML tags.
  • The system is not creating tickets for only one of my Clients.
    • Email parser doesn't process any emails that contain Body text Base64  and will skip it. Check if the email source of your client contains this encoding. 
    • Open the affected eml file in Notepad++
    • Search for base64 text in it. 


  • How do I block ticket creation for any emails? 
    • You can use the blacklist feature. Refer to this guide
  • Why are my emails going to unknown tickets? 
    • For emails coming from a sender whose contact is not present in PSA, Parser creates them as unknown tickets. Refer to this detailed guide
  • Is Oauth with email parser supported for all service providers?
    • Currently, Oauth is only supported for O365 clients. Refer to this guide for the setup. 
  • How does the Account association work for duplicate contacts?
    • Duplicate contacts are supported in CRM. 
    • If an email belongs to multiple/different accounts, and all entries are active; the Email parser will skip this and create a ticket under Unknown tickets.
    • If an email belongs to multiple/different accounts, and only one entry is active; the Email parser will choose the active contact to create the ticket. 
    • If the contact email entries are duplicated inside a single account, the Parser will choose this account for ticket creation. 
  • When does the parser create contacts automatically? 
    • If a domain is added to the account, any incoming email from this domain will be automatically added as a contact in the CRM. Refer to this guide
    • The phone number record will be auto-updated to 0000 
  • What is TLS? Is TLS supported by PSA? What is MTA-STS?
    • SSL is used when you see HTTPS on a website URL. Transport Layer Security (TLS) is an encryption protocol for data in transit. Mail Transport Agent-Strict Transport Security (MTA-STS) is a standard implemented by an exchange/mail server that indicates that TLS is used. When the PSA sends emails through SMTP from the system using SendGrid, it supports and enforces TLS. 
      • If you use a custom SMTP, this has to be configured on your SMTP server. 
    • With email parsers, the user has to check their own email server. In PSA, while configuring, you have the option to select TLS as a security layer to connect to the mailbox.
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