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How to fetch forwarded emails for service tickets

Release Time
10/23/2017
Views
3965 times
Category
Service Desk
Tags

This feature enables you to generate tickets in service desk automatically when an issue is sent from a support mailbox.To use this feature enable "Fetching e-mail via forwarding" option from the Admin panel

Step [1]: Go to-->Service desk --> Admin panel, On that select--> Settings --> Emails,From Email Settings enable the Email Fetching field in the Incoming Emails section. Once after enabling the button click "save changes" button.

Step[2]: Go to---> EMAILS ---> Emails ---> click "Add New Email Button"


1.) On the Email information & settings section--->provide your support email id & it's username

2.) In the E-mail Login Information section → Give your support mail id username & it's login password

3.) In the Fetching Email via Forwarding section → select enable "status" option & copy the mail id from the "E-mail for Forwarding" option to configure in your support mailbox.

4.)click "Save changes" button or submit

Step[3]: In your Support mail Go to--->Settings---->click Forwarding and POP/IMAP section on the top of the page

NOTE:

We can use it for different Email accounts

For example, here I have depicted g-mail account settings.

1.)Below Forwarding section--->Click Add a forwarding address button --->Copy the Email Address from --->Service desk--->admin panel--->EMAILS--->Emails--->click on the Email address you have created--->copy the Email address From "Fetching Email Via Forwarding

section" and paste it into the "Add a forwarding address" in your mail -->click next and then proceed

Step[4]: It will ask for the verification code which will be sent to your service desk ticket section

1.)To view that ticket Go to--->In service desk--->Staff panel---> Go to--->Tickets--->open Tickets--->check for your verification mail

2.)Copy the verification code and paste it into your mail--->Add a forwarding address--->click "Save changes"

Step[5]: If User Reports the issue it will create ticket automatically in the service desk which is given in Forwarded email

1.)To view the ticket details--->Go to--->service desk--->staff panel--->open tickets