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How to fetch forwarded emails for service tickets

Release Time
3965 times
Service Desk

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


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