Specify whether Web Help Desk accounts will be created when an email is received from an unknown sender.

If you select Only if e-mail matches and Accepted Domain, clients can create an account only if the domain portion of their email address (the portion after the @ sign) matches an accepted domain. Accepted domains can be specified in:

• The Accepted Domains field on this screen.
• The E-Mail Domains field of the Location Info screen.
• The Accepted Domains field on the Client Options screen.

Enter the accepted domain names for your clients, separating each domain name by a comma and then a space. For example:

mycompany.com, yourcompany.com

Information in the Accepted Domains field is not used unless the Only if e-mail matches and Accepted Domain option is specified in the previous step.

To ignore unwanted email from certain email addresses, add these addresses to the list. Separate the emails with a comma. You can use an asterisk (*) as a placeholder for zero or more characters. For example:

postmaster@*, *-admin@*

This filter configures WHD to ignore email received from addresses such as postmaster@example.com and list-admin@example.com.

Use this field to ignore unwanted email based on the subject line.

1. Enter a regular expression to specify the subject lines of emails you want to ignore. For example, the following expression rejects mail with the subject out of office or away from office:

   (?i)(out\s+of\s+office)|(away\s+from\s+office)

   (?i) means case-insensitive search, \s+ means one or more whitespace characters, and | means or. Content within parentheses is treated as a single unit.

2. To verify that the regular expression matches the expected subject line, click Test to the right of the field. The Subject field opens.

3. Enter the expected text in the Subject field. If the regular expression matches the text you entered, the message Pattern matches test string is displayed.

   

4. Click Done.

Use this field to ignore unwanted email based on the body contents.

1. Enter a regular expression to specify the body content of emails you want to ignore. See the example in the previous step.

2. To verify that the regular expression matches the expected body text, click Test to the right of the field. The Body field opens.

3. Enter the expected text in the Body field. If the regular expression matches the text you entered, the message Pattern matches test string is displayed.

4. Click Done.

When a ticket is created based on an email, use this field to specify email content that should not be included in the ticket.

1. Enter a regular expression to specify the content you want to exclude.

   For example, the following expression will exclude an RFC3676-style signature from the bottom of an email message—that is, a signature beginning with a separator line containing two hyphens and a space ("-- "):

   (?s)[\r\n]{1,2}-- {1,2}[\r\n]{1,2}.*$

   (?s) means that the filter can apply to multiple lines at once, [\r\n]{1,2} means one or two occurrences of a newline character, .* means zero or more occurrences of any character, and $ means the end of the text.

   The example above filters out a signature with the following format:

   Jane Doe
jane@mycompany.com
(555) 555-5555

2. To verify that the regular expression matches the content you want to exclude, click Test to the right of the field. The Test Text field opens.

3. Enter the content you want to exclude. If the regular expression matches the text you entered, the message Pattern matches test string is displayed.

4. Click Done.

When a ticket is created based on an email, use this field to ignore attachments with certain file names or extension types.

1. Enter a regular expression to specify the file names or file extensions of the attachments you want to ignore.

   For example, the following expression rejects attachments named smime.p7s and all .gif attachments:

   (?i)(smime\.p7s)|(.+\.gif)

   (?i) means case-insensitive search, \. means a dot character (a dot character that isn't preceded by a backslash is treated as a wildcard), .+ means one or more instances of any character, and | means or.

2. To verify that the regular expression matches the file types you want to ignore, click Test to the right of the field. The Attachment field opens.

3. Enter a file name. If the regular expression matches the file name you entered, the message Pattern matches test string is displayed.

4. Click Done.

If you enable this option, WHD uses the E-Mail Address setting of the most appropriate Incoming Mail Account as the From address when sending an email related to a ticket. The most appropriate account is determined by the request type.

If this option is not enabled, WHD takes the From address from the Web Help Desk E-Mail Address setting of the Outgoing Mail Account specified for the location or company, or the one specified for the default account.

Specify what information WHD includes in emails to clients.

1. If you want a single-note e-mail to include a section listing all the e-mail recipients, select Include Recipient Section.

2. Select one of the following:

   • Simple: Client emails do not include ticket details.

   • Detailed: Client emails include ticket details such as priority and status. Select a number from each drop-down menu to specify the order in which these items appear in client emails.

3. From the Note Limit drop-down menu, specify the maximum number of ticket notes that can be included in an email.

4. Use the Reveal Tech E-Mail Address option to specify whether to show tech email addresses in the client interface and in emails to clients.

   • If checked, the list includes recipient names and e-mail addresses.

   • If unchecked, the list shows recipient names without email addresses.

Specify what information WHD includes in emails to clients.

1. Select a number from each drop-down menu to specify the order in which these items appear in tech emails.

2. From the Note Limit drop-down menu, specify the maximum number of ticket notes that can be included in an email.

3. Use the Reveal Client E-Mail Address option to specify whether to show client email addresses in ticket emails to techs.

If you enter text in this field, it is included at the bottom of all outbound ticket e-mails. This footer is included in addition to any footer specified in an e-mail template.

Select this checkbox if attachments should be embedded in the email. Otherwise, the attachments are available through download links.

If you do not embed attachments and you select Do Not Include links to the Web Interface, any attachments are omitted from emails.

If this checkbox is selected, e-mail sent by the Web Help Desk includes the "Precedence: bulk" header. This header tells email clients they should not respond to the email with an auto-reply, which could result in an infinite loop of WHD tickets.

Some spam filters reject emails that contain this header.

Enter the maximum number of ticket emails that are sent when you save new ticket information. If you enter a value that is less than the total number of email recipients, all emails are scheduled for a delayed delivery. Entering a lower value accelerates the save process, but users do not receive immediate feedback about any errors that might occur.