Documentation forWeb Help Desk

Review ticket and email options

To enable clients to submit tickets through email, verify the values for the following ticket and email options. You can also set up the e-mail options to enable Web Help Desk to ignore specific emails based on the email sender, subject, body, content, and attachments.

Review ticket options

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

  1. In the toolbar, click Setup > Tickets > Options.
  2. Under Client Options, locate the Clients Can Create Tickets Using options.
  3. Select the E-Mail checkbox to enable clients to create tickets using email.

    If both options are disabled, client can only view or update existing tickets. As a result, all new tickets must be created by a tech.

  4. Click Save.

Review email options

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

  1. In the toolbar, click Setup > E-Mail > Options.
  2. Set the Connection Timeout setting to the number of seconds the application should wait before it times out of an outgoing or incoming email account connection. The default value is 30 seconds.

  3. Select how long the e-mail history entities for incoming and outgoing mail accounts are stored in the Web Help Desk database. The default selection is one month.

  4. Indicate whether Web Help Desk should create a new client account when it receives an email from an unrecognized sender.

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

    When domain matching is enabled, clients can create an account only if their e-mail address domain name matches the domain setting of a location.

  5. Set up Web Help Desk to ignore specific emails based on the email sender, subject, body, content, and attachments.

    1. Enter a list of e-mail addresses that Web Help Desk should ignore. Add an asterisk ( *) as a placeholder for zero or more characters.

      For example, if you enter postmaster@*, *-admin@, Web Help Desk ignores e-mail received from e-mail addresses such as postmaster@example.com and list-admin@example.com.

    2. Create a regular expression that matches an e-mail subject header you want to filter. When you are finished, enter the expression in the field.

      For example, the following expression rejects e-mail containing the phrase "out of office" or "away from office":

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

      where:

      • (?i) is a case-insensitive search

      • \s+ is one or more white space characters

      • | stands for or

      • parentheses make the | operator treat the contents as a single unit

    3. Create a regular expression that matches the e-mail body you want to filter. When you are finished, enter the expression in the field, and then click Test.

    4. Create a regular expression that matches the e-mail content you want to filter. When you are finished, enter the expression in the field, and then click Test. E-mail content matching your regular expression will be ignored.

    5. Create a regular expression that matches the name of an e-mail attachment you want to filter. When you are finished, enter the expression in the field, and then click Test. E-mails that contain the targeted attachment name will be ignored.

      For example, the following expression rejects attachments named smime.p7s or all GIF attachments

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

      where:

      • (?i) is a case-insensitive search

      • \. is a dot character (a dot character that is not preceded by a backslash is treated as a wildcard)

        A dot character that is not preceded by a backslash is treated as a wildcard.
      • + is one or more instances of any character

      • | is or

      • parentheses make the | operator treat the contents as a single unit

  6. Select the checkbox to enable Web Help Desk to use the e-mail address setting of the most appropriate incoming e-mail account as the From address when sending e-mail related to a ticket. The most appropriate incoming mail account for a ticket is determined by the request type of that ticket.

    If left unchecked, the From address is taken from the Web Help Desk E-Mail Address setting for the most appropriate outgoing mail account.

    Click the tooltip for additional information about this setting.
  7. Select an action when Web Help Desk encounters an email with an unrecognized ticket ID in the Subject field. The default selection is Create New Ticket.

    When an email does not include a ticket ID in the subject line, Web Help Desk creates a new ticket based on the email.
  8. Select Yes to include images in your HTML e-mail. Select No to include plain HTML that is compatible with Google GMail.

    You can override this value for each tech and client.
  9. Select the checkbox to send e-mail to techs and clients in HTML format. Uncheck the checkbox to send e-mail to these recipients in plain text format.

  10. Select the checkbox to hide the option of sending the current tech note from the tech note editor. Otherwise, leave this box unchecked.

  11. Select the default value for the client e-mail format selection in the Tech Note editor.

  12. Configure the client e-mail layout. This layout determines the level of detail clients see when they receive Web Help Desk ticket e-mails. See Set up your e-mail accounts for additional information about configuring this layout.

    1. For single-note e-mail, go to step d.

      For full-ticket e-mail, select an e-mail style.

      Select Detailed to include ticket details, such as priority and status. Otherwise, select Simple to hide these details.

    2. For full-ticket e-mail, click the Note Limit drop-down menu and select the maximum number of ticket notes included in an e-mail.

    3. For full-ticket e-mail, select the Reveal Tech E-Mail Address checkbox to reveal the tech e-mail addresses in the client interface and the e-mail Web Help Desk sends to clients. Otherwise, leave this checkbox unchecked.

    4. For single-note e-mail, select the Include Recipient Section checkbox to include a section listing of all e-mail recipients. Otherwise, leave this checkbox unchecked.

  13. Configure the tech e-mail layout.

    1. In the Techs box, select the display order for e-mail sent to techs. Select Hide to hide an option.

    2. Click the Note Limit drop-down menu and select the maximum number of ticket notes to include in the e-mail.

    3. Select the Reveal Client E-Mail Address checkbox to include the client's email address in ticket e-mails sent to clients. Otherwise, leave this checkbox unchecked.

  14. Enter the message text that displays at the bottom of all outbound ticket e-mails. Otherwise, leave this box blank.

    You can exclude this footer text from specific e-mail templates. Go to Setup > E-Mail > Templates > [E-Mail Template] > Use E-Mail Footer for details.
  15. Select the checkbox to embed attachments for a ticket if they were uploaded since the last time an e-mail was sent for the ticket. Otherwise, leave this checkbox blank to present the attachments as downloaded links.

    If Do Not Include Links to the Web Interface is enabled, the links will not be included in the e-mail.
  16. Click the drop-down menu and select an encoding format to use to transfer a text e-mail, including the text in an HTML e-mail. Select base64 (recommended) to preserve the original formatting. Select 7bit if your mail client cannot decode base64.

  17. Select the checkbox to include the "Precedence bulk" header in the e-mail. This header notifies e-mail clients they should not respond to the e-mail with an auto reply. This can result in an infinite loop of Web Help Desk tickets, since the auto reply would become a new ticket. Otherwise, leave this checkbox blank.

  18. Select the checkbox to prevent Web Help Desk from including URLs in the e-mail that point to the application web interface. Otherwise, leave this checkbox unchecked.

    This setting applies to Web Help Desk users who only interface with clients through e-mails.
  19. Select the checkbox to include hyperlinks in the sent e-mail for taking action on a ticket. Otherwise, leave this checkbox blank.

    Client e-mail includes links for adding notes to a ticket or canceling a ticket. Tech e-mail includes links for adding notes, deleting the ticket, and changing the ticket status.

    Clicking an action link opens a new e-mail message with pre-populated To, From, and Subject fields. These fields should not be modified, but you can replace the e-mail body with the note you want to add to the ticket (if applicable).

    You can modify the default e-mail body included in each new e-mail to include additional details, such as special instructions to the specific e-mail action. Go to Setup > E-Mail > Templates > Incoming Mail tab to access the message body templates.
  20. Select the checkbox to indicate whether new ticket Cc recipients added through e-mail should be sent a carbon copy. By default, these recipients are not copied imediately because they received the message from the user when Web Help Desk received it. Otherwise, leave this checkbox unchecked.

  21. Enter the maximum number of ticket e-mails that are sent when you click Save & E-Mail in Ticket Details and Save in the client user interface.

    If you enter a value less than the total number e-mail recipients, all e-mails are scheduled for a delayed delivery. Entering a lower value accelerates the save process, but users will not receive immediate feedback regarding the success or failure of outbound e-mails.
  22. Select the checkbox to remove client custom fields from the sent e-mail. Otherwise, leave this checkbox unchecked.

  23. Click Save.

Next task: Set up incoming email accounts