Tickets

Email to your server's support addresses becomes tickets in the staff panel (Tickets, /panel/tickets). It's a feature of the website fork (App\Libraries\TomYumTickets).

Address	Category	Who handles it
support@	General support	SPT (Support Team)
accounts@	Account support	GMT
appeal-review@	Appeal review	GMT
abuse@	Abuse report	admins, developers
privacy@	Privacy request	admins, developers
dmca@	DMCA request	admins, developers
tournaments@	Tournaments	TC (Tournament Committee)

Admins and developers see every category. SPT and TC are website groups (give them in the admin panel); GMT is the existing one. accounts@ is also the address the website shows for account problems.

Setting it up

1. Set up the website's outgoing mail (MAIL_* in osu-web.env; see the configuration reference).
2. Make the seven addresses aliases of one mailbox, on your mail domain. By default that's the site's domain without osu. (TICKETS_MAIL_DOMAIN changes it). Mail to an address that isn't an alias bounces.
3. Turn on reading the mailbox over IMAP in osu-web.env:

TICKETS_IMAP_HOST=imap.example.com
# TICKETS_IMAP_PORT=993             # TLS
# TICKETS_IMAP_FOLDER=INBOX
# TICKETS_IMAP_USERNAME=            # by default the SMTP login (MAIL_USERNAME / MAIL_PASSWORD)
# TICKETS_IMAP_PASSWORD=

Then docker compose up -d from deploy/production, which restarts the website's services with it.

• The panel gets the whole email: the plain-text part (or the HTML one as text), without attachments and without the earlier messages a reply quotes.
• The folder is opened read-only: nothing is marked read or moved, so the mailbox can still be used in webmail. The first run only notes the newest message; mail from then on becomes tickets.
• Without TICKETS_IMAP_HOST, the fork falls back to reading a Zoho Mail account through NoCodeAPI (NOCODEAPI_MAIL_URL), which only gives the first ~250 characters of each email. IMAP is the better choice.

Fetching

Every minute the website's scheduler runs php artisan tomyum:tickets-fetch. An email to a ticket address becomes a ticket with an automatic reply, or joins the ticket its subject names ([Ticket #N], from the same sender; a closed ticket reopens). Mail from before the system started, the server's own addresses, bounces and automatic replies are skipped. TICKETS_ENABLED=false stops the fetching.

Replying

Replies go from the ticket's address (or MAIL_ADDRESS if the mail server refuses that; the ticket's address is then the reply-to) with [Ticket #N] in the subject, so answers thread back. Staff can add staff-only notes, take a ticket or add other handlers, move it to another category, close it with a reason, and reopen it.