Configure an incoming email account

You can define the requirements for accepting email and initiating some of the automated email processes in the Incoming email Accounts screen.

If required, you can change the frequency that WHD checks for new email.

Configure a new account

1. Click Setup > Email > Incoming Mail Accounts.

2. Click New.

3. Select the Enable E-Mail Tickets checkbox to enable Web Help Desk to create tickets from email sent to this email account.

4. Click Make Default to set this account as your default incoming mail account. This account can be edited but not deleted.

5. In the E-Mail Address box, enter the email address used by Web Help Desk to create new tickets. After an email is retrieved and converted to a ticket, the email is deleted from the mail account.

   To prevent WHD from sending nonstop ticket updates, use a real email address. Do not use an alias.

6. Select the account type used for your incoming mail account.

7. Follow the procedure below for your IMAP or Microsoft 365 account type.

Configure an IMAP account

1. Select the Compatibility Mode check box to enable Web Help Desk to download the full email from the email server rather than specific parts of the email.

2. Select an authentication mode:

   • Select OAuth to allow users to access their resources without providing a password.

     To set up OAuth authentication mode, complete the following fields.

     Field / Button	Description
     Client ID	Enter a public identifier used by the application. This ID must be unique across all clients managed by the authentication server.
     Client Secret	Enter a hidden identifier used by the application and authorization servers to generate an access token. This ID protects your resources by only granting access tokens to authorized clients.
     Authorize	Click Authorize to redirect the web browser to the Microsoft login page. After Web Help Desk is authorized, the web browser redirects back to the following address: http://10.199.76.152:8081 To prevent the authorization process from failing, make sure you access Web Help Desk using this URL.

   • Select Basic to prompt users to provide a username and password.

     To set up Basic authentication mode, complete the following fields.

     Field	Description
     Incoming Mail Server	Enter the IP address or host name of the mail server. Use 143 (default) or select the SSL checkbox to use secure port 993
     User Name	Enter the username for the incoming mail account.
     Password	Enter the password for the incoming mail account.

3. Complete the configuration.

Configure a Microsoft 365 account

1. Verify that the Microsoft 365 mailbox is licensed and accessible

2. Select an authentication mode.

   • Select OAuth to allow WHD to access Microsoft 365 resources without storing or transmitting user passwords.

     To set up OAuth 2.0 authentication mode, complete the following fields.

     Field / Button	Description
     Incoming Mail Server	This field is completed for you. No user intervention is required.
     Tenant ID	Enter the Microsoft Entra ID tenant identifier (GUID) for your Microsoft 365 organization. The Tenant ID is different from your tenant name or domain name.
     Client ID	Enter the Application (Client) ID of the Microsoft Entra ID application registered for WHD. This value uniquely identifies the application in your tenant.
     Client Secret	Enter the client secret generated for the registered Microsoft Entra ID application. The client secret is used to authenticate WHD and obtain access tokens for Microsoft Graph API.
     Authorize	Click Authorize to redirect your browser to the Microsoft sign-in page. After authorization is completed, the browser redirects back to the WHD URL configured in your Microsoft Entra ID application registration. To avoid authorization failures, access WHD using the same URL configured as the application's redirect URI.
     Important: Microsoft 365 incoming email accounts must be configured using Microsoft Graph API and OAuth 2.0 authentication. Exchange Web Services (EWS) is not supported for Microsoft 365 mailbox integrations in WHD. Notes: Ensure that the Microsoft Entra ID application has the required Microsoft Graph API permissions before authorizing the account. Verify that the redirect URI configured in Microsoft Entra ID matches the URL used to access your WHD server.

   • Select Basic to prompt users to provide a user name and password.

     To set up Basic authentication mode, complete the following fields.

     Field	Description
     Incoming Mail Server	Enter the IP address or host name of the mail server. Use 110 (default) or select the SSL checkbox to use secure port 995.
     Domain\User Name	Enter the user name for the incoming mail account. For an Exchange account, you can also prepend the domain to the user name separated by a backslash character. For example: mydomain\myusername
     Password	Enter the password for the incoming mail account.

3. Compete the configuration.

   Web Help Desk uses the inbox folder to retrieve new messages. If you plan to pre-filter or process message before passing them to the folder monitored by the application, change the INBOX name in the Inbox Folder field to another name.

   1. From the Outgoing Mail Account drop-down, select the outgoing mail account used to send mail for this email account. This can include automated replies to email sent to this account or tickets with a request type that matches what is linked to this account.

   2. From the Tech Group drop-down, select the tech group used to filter the available request types listed in the Request Type menu.

      New tickets created from this email account will be given the request type you select.

   3. From the Request Type drop-down, select the request type that will assign tickets created from this email account.

      Ensure that the request type is supported by the selected tech group.

      See the Request Types Supported tab at Setup > Techs > Tech Groups > [Tech Group] for a list of supported request types.

   4. Do not select the Allow Auto-Submitted E-Mail check box. If your email server fails incoming email tests, you can use this option for troubleshooting. Click the tooltip for details.

   5. Leave the Advanced E-Mail Properties field blank. If your email server fails incoming email tests, you can use this field for troubleshooting. Click the tooltip for details.

   6. Click Save.

Enable WHD to create tickets from incoming email

1. Log in to the Web Help Desk Admin Console.
2. Click Setup > email > Incoming Mail Accounts.
3. Click the default email account.

4. Select the Enable E-Mail Tickets checkbox.

5. Verify that the administrator email address is correct.

6. In the User Name field, enter your administrator details in one of the following formats:

   • domain\admin
   • admin@domain.com

7. Verify the Request Type option is correct.

   This is a required field. All tickets generated from email will always be created with the selected request type.

8. Click Save.

Below is an example of an incoming email account configured to create tickets from incoming email. In this example, domain\admin is the user name.

Troubleshoot Microsoft 365 connection issues

If you receive an error when saving your Microsoft 365 incoming email account, complete the following steps:

1. Verify that the Tenant ID, Client ID, and Client Secret configured in WHD match the values in your Microsoft Entra ID application registration.

2. Verify that the Microsoft Entra ID application has the required Microsoft Graph API permissions, and that administrative consent has been granted to the tenant.

3. Ensure that the redirect URI configured in the Microsoft Entra ID application matches the URL used to access Web Help Desk.

4. Click Authorize and verify that you can successfully authenticate using your Microsoft 365 account.

5. After correcting any configuration issues, save the incoming email account again.

Related topics

Configure an incoming email account for Microsoft 365