Set up your email accounts

You can set up your email options, templates, and incoming and outgoing mail accounts at Setup > email. 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.

If you need to troubleshoot incoming-email-to-ticket processing, see this Support article.

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.

See the following sections for details.