Review ticket and email options

To enable clients to submit tickets through email, verify the values for the following ticket and email options.

Review ticket options

Select the option to allow clients to create tickets using email.

  1. In the toolbar, click Setup.
  2. Choose Tickets > Options.
  3. Specify that clients can create tickets using email.

  4. Click Save.

Review email options

To allow ticket creation through email, specify the following email options.

  1. In the toolbar, click Setup.
  2. Select E-Mail > Options.
  3. Specify whether Web Help Desk should create a new client account when it receives an email account from an unrecognized sender.

    If you enable this option, SolarWinds recommends limiting account creation to emails from accepted domains.

  4. For the When ID in Subject Is Not Recognized option, select Create New Ticket. When an email does not include a ticket ID in the subject line, Web Help Desk will create a new ticket based on the email.

  5. Click Save.

Next task: Set up incoming email accounts