Incoming: Email to Ticket Feature
From
the Incoming section of Mail
you can set up an inbox that will turn
the emails sent into tickets. This is
known
as our Email to Ticket feature.
Click
Set up new Inbox. Clicking on this link will open a window for the Email to
Ticket Configuration. Required
fields
are marked with an *. Fill in each field with the appropraite information. The
fields are defined
(with
examples), below:
-
Server: Enter
your Server IP address.
-
Server Type: Choose whether you are using IMAP or POP.
-
IMAP Folder: If using IMAP enter the name of the folder. If you are using
POP, this field is not there.
-
Security The system will support different types of cryptographic
protocols. When configuring your
Incoming
Mail server, you have the ability to choose from the following security
options:
•
None
•
TLS, if available
•
TLS
•
SSL
-
Port: When
the TLS, if available or the TLS radion button is selceted the default port for IMAP will be
143
and the default port for POP will be 110. If the SSL radion button is selected then the
default port
for
IMAP will be 993 and the default port for POP will be 995. However, the ports
are customizable to fit
your
needs.
-
Username: Enter the Username for the email account you are using.
-
Password: Enter the Password for the Username chosen above.
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-
Re-Type Password: To make sure we have the right information, enter the
password one more time.
You
cannot continue if the passwords don’t match.
-
Emails from non-users: You can now select how the application handles emails from
anonymous
email
accounts. Choos whether you want to Reject
Mail, use an Anonymous Account,
or Create an
Ac
count from the
new user’s email address.
-
Reply Name: Just like the Email display name from the Outgoing section,
the name entered here
acts
as the name of the email account. For example “Mike,” for the address
mnielson@grouplink.net
Note:
This is not a required field.
-
Reply Address: The address entered here has two functions. First, it is the
email address of the
inbox
where the emails that are to be tickets are sent. Second, any emails that come
from the everything
HelpDesk™
system, in regards to the tickets created by this feature, will use this
address. It is
possible
to update an existing ticket, one already created by this feature, by replying
to the email, as
long
as you keep the subject line the same. When you are using the Email to Ticket
feature, this reply
address
takes the place of the outgoing reply address for the group picked below.
-
Location: The ticket created will have this location.
-
Group: The
ticket created will belong to this group. The ticket that is created will go
into the ticket
pool
of the group you specify. You will have to give the ticket a category, category
option, and reassign
it
from there.
-
Priority: The ticket created will be given this priority.
-
Locale: Allows
you to pick the language you want to use for your incoming email to ticket
configuration.
-
Send default mail notification: Here, you can choose whether or not the person who sent
the
email/created
the Ticket will receive an email notification of the Ticket creation. If you do
not wish to
have
the person notified, leave the box unchecked. If you wish to have the person
notified with the
Ticket Number, check this box.
After
filling in the necessary information, click
the
Test button.
You will get a message telling
you
if everything worked. Click the Save
button
when
you are finished, or click Cancel to start
over.
Once you have saved your new Inbox, you
will
see the following column headers: Mailbox,
Server,
Location, Group, and Priority. There are
also
three icons. The first one should be moving
in
a circular motion , letting you know that
the
Email to Ticket feature is running for this
inbox.
The second is the edit icon which lets
you
make any changes to the Inbox. The third
and
final is the delete icon . You can delete
any
inboxes you no longer want
*NOTE: Once the email to ticket feature
is
running, emails that have been turned
into
tickets will be deleted from your
inbox.
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