Set up your email accounts

You can set up your email options, templates, and incoming and outgoing mail accounts at Setup > E-Mail. Web Help Desk supports multiple accounts for receiving and sending email.

Each incoming mail account is associated with a specific request type and an optional tech group. Incoming mail accounts are checked each minute for new messages. Web Help Desk processes each message, turns the messages into tickets, and then deletes the messages from the incoming mail server. Each incoming mail account is associated with an outgoing mail account (SMTP server) used to deliver outgoing mail.

You can define custom greetings in templates associated with a specific status type and an optional request type. You can personalize these templates using tags that provide placeholders for parameters, such as last name, first name, and ticket number.

Simplify email management – options

You can simplify incoming mail processing by configuring the E-Mail Options screen located at Setup > E-Mail > Options.

In the screen, you can configure Web Help Desk to accept email from unknown senders in your client domains or define and maintain lists of each email recipient for each client. The screen also includes options for restricting email formats, senders, and contents.

  1. Click Setup and select E-Mail > Options.
  2. Locate the Incoming Mail section.
  3. In the Create Accounts for Unrecognized Senders row, select Only if e-mail matches an Accepted Domain.
  4. In the Accepted Domains field, enter the domain names for your clients, separating each domain name by a comma and then a space.
  5. Click Save.

The Incoming Mail section provides additional options to filter e-mail.

Using the Ignored Senders fields, you can deny email from senders who may be sending SPAM or other unwanted email. The Regular Expression Filters fields allow you to filter out email, based on specific criteria for the subject, body, content, or attachments.

Click the tooltips next to each option for more information about using these filters.

Review the remaining options settings and make any changes required for your email environment.

Click the tooltips for more information.