To check an email account for new support tickets, you need to have mod_imap enabled in your php configuration on your web server.
This is required when checking both IMAP and POP3 accounts.
To enable this module, you will need to edit your php.ini file, and either uncomment or add the following
For a windows system:
For a linux system:
Once you have made this change to your config file, you will need to restart your web server.
To check if this is enabled or not, goto your Joomla backend, under Components -> Freestyle Support -> Ticket Email Accounts. If its not enabled, you will get a warning about the problem, and the location of your php.ini file.