How to setup your support email address

Click 'Admin Panel' > 'Emails' > 'Emails'

• Service Desk can automatically create tickets from emails sent to your support email address.
   
• You must first enable email fetching at 'Admin Panel' > 'Settings' > 'Emails'

• You can then specify your support addresses at 'Admin Panel' > 'Emails' > 'Emails'
   
• There are two ways you can setup email fetching:
   
  • Fetch emails via forwarding - Service Desk generates a unique forwarding address for your account. You add a rule to your mail server to forward support emails to this address. Mails sent to the forwarding address are converted into tickets.
     
  • Fetch emails via IMAP or POP - Service Desk collects support emails direct from your mail server then converts them into tickets.

Use the following links for more help:

• Enable email fetching
   
• Add a new support email address
   
  • Email information & settings
     
  • New ticket settings
     
  • Account login information
     
  • Fetch email via forwarding OR Fetch email via IMAP/POP
     
  • SMTP settings
     
• Remove unwanted addresses

Enable email fetching

• Login to ITarian
   
• Click 'Applications' > 'Service Desk'
   
• Open the admin panel (see the last link on the left)
   
• Click 'Settings' > 'Emails'
   
• Enable email fetching as shown below:

• Click 'Save Changes' for your settings to take effect

Add a new support email address

• Open the admin panel (see the last link on the left)
   
• Click 'Emails' > 'Emails'
   
• The interface lists all existing support email addresses and allows you to create new addresses:

• Click 'Add New Email':
   

Email Information & Settings

• Email Address: Enter the email address to which users should send support requests. Service Desk will automatically convert mails sent to this address into tickets.
   
  • You can only have one instance of each email address on this page.
     
  • You should setup multiple addresses if you want to assign specific mails to specific departments or categories. For example, general-inquiries@my-company.com, account-questions@my-company.com, server-issues@my-company.com, enterprise-support@my-company.com, etc.
     
• Email Name: Enter a unique name to identify the address. For example, ‘Front Desk Support Requests’.

New Ticket Settings

• Department: Assign tickets sent to this email address to a specific department. If you don’t choose a department then the ticket is assigned to the default department. You can set the default department at ‘Admin Panel’ > ‘Settings’ > ‘System’.
   
• Priority: Choose the criticality of tickets which were created from mails sent to this address. For example, Low, Normal, High.
   
• Category: Choose the ticket category assigned to tickets created via this email address.
   
  • Ticket categories are broad support topics such as ‘Billing’, ‘Account changes’, ‘Technical Support’ and so forth. You can setup ticket categories at 'Admin Panel' > 'Manage' > 'Ticket Categories'.
     
  • These categories are usually presented to users to help them more easily select the area with which they need help. For example, your customer-facing help page might have a menu which says 'Please select the area we can assist you with'.
     
  • You might want to assign the ticket to a category IF you intend for it to be handled by a specific department. If so, then please make sure you have created separate (corresponding) email addresses for each category in ‘Admin Panel’ > ‘Emails’ > ‘Emails’.
     
  • See this wiki to read more on ticket categories.
     
• Auto-Response: Auto-responder mails are sent to users to confirm that you have received their support request. Select this option if you don’t want to send these automatic responses.

Email Login Information

              
 

• Username: The username of the email account. This is usually the same as the email address.
   
• Password: The password of the email account

Service Desk uses the account credentials to fetch incoming mail via IMAP/POP and to send responses via SMTP.

Fetch Email via Forwarding

• Use this option if you want Service Desk to create tickets from mails forwarded to a specific address.
   
• Service Desk automatically generates an address for you to use:

• Configure your mail server to forward mails to the address in the ‘Email Address’ field to the forwarding address.
   
• Mails sent to the forwarding address are converted into tickets.

Fetch Email via IMAP or POP

• Use this option if you want Service Desk to collect support emails direct from your mail server. Service Desk will convert mails received from the support email address into tickets.
   
• You need to specify the hostname, port and protocol of your mail server.

Send Email via SMTP

• Use this option if you want Service Desk to send outgoing mail, like auto-responses, from the address specified in the email address field.
   
• You need to specify the hostname and port number of your SMTP server:

Internal Notes

   
 

• Add any notes related to the email address for internal purpose.
   
• Click the 'Submit' button

Remove unwanted addresses

Note – You cannot remove an address if it is set as the default for receiving alerts. Click 'Admin Panel' > 'Settings' > 'Emails' to change the 'Default Alert Email' address.

• Open the admin panel (See the last link on the left)
   
• Click 'Emails' > 'Emails'
   
• Select the addresses you want to remove then click 'Delete Email(s)'

• Click 'Yes. Do it!' to confirm the removal.