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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