Set up incoming email accounts

Check out this video (9:16) on creating tech accounts and email accounts.

When you installed Web Help Desk for the first time, you created the incoming and outgoing email accounts in the Configuration Wizard. If you decided to skip this step during the initial setup, create the incoming and outgoing email accounts to get started.

To enable clients to submit Web Help Desk tickets via email, edit the default incoming account. You can also create a second incoming account for specific request types.

To enable clients to submit tickets via email, review the ticket and email options.

Determine who processes tickets from the default incoming account

Decide which request type will be assigned to tickets that are created based on emails sent to the default incoming account. Also decide which tech group will be responsible for evaluating each ticket and assigning the appropriate request type. If necessary, create a new request type and tech group for this purpose.

In this example, you will create a new request type called Incoming Email, which will not be visible to clients. Tickets with this request type will be routed to a tech group called Assignment.

When an Incoming Email is assigned to the Assignment group, a member of that group reads the ticket details and selects the appropriate request type. When the request type is updated, Web Help Desk reassigns the ticket to the tech group responsible for that request type.

  1. Create a request type to assign to tickets created through email.
    1. In the toolbar, click Setup.
    2. Select Tickets > Request Types.
    3. Click New.
    4. Enter a name to identify the Request Type.

    5. Clear Visible to Clients to prevent clients from selecting this type when they create tickets through the web interface.

    6. Clear Use as FAQ Category to prevent techs from using this type to categorize FAQs.

    7. Click Save.
  2. Create a tech group to assign the appropriate request type to these tickets.
    1. Select Techs > Tech Groups.
    2. Click New.
    3. Specify the group name and manager.

    4. Click Save.
    5. Click the Tech Group Levels tab, and then click Level 1.
    6. Specify the group members and other options.
    7. Click Save.
    8. Click the Request Types Supported tab, and then click Edit.
    9. Select the request type this group services.

    10. Click Save.
  3. Verify that the techs in this group have permission to reassign tickets.
    1. To find out what permission set is assigned to a tech, select Techs > Techs. Then click a name to view the tech's account.

      The Tech Permissions field is located on the Account Info tab.

    2. Select Techs > Tech Permissions.
    3. Click the name of the permission set to open it.
    4. Under Tech Permissions, verify that Allow Re-Assignment is selected.

      If this option is not selected, you can either assign the tech to a different permission set or select this option for the current permission set.

    5. Close the window.

Update the default incoming account to enable email ticketing

To enable clients to submit email requests, select this option on the default account and identify the associated request type.

The following example updates the existing settings on the default email account to enable clients to submit tickets via email. All tickets sent to the default email address will have a request type of Incoming Email.

  1. Select E-Mail > Incoming Mail Accounts.
  2. Click the name of the default account to display the account settings.
  3. Select Enable E-Mail Tickets.

  4. Verify that this account is the default incoming account.

  5. Leave the Tech Group blank.
  6. Select the Request Type that will be assigned to tickets created through this email account.

  7. Click Save.

Create a second incoming account for sensitive tickets

The following example provides instructions for setting up a second incoming email account. This account will be used to process HR tickets.

  1. If the default email account settings are open, click to return to the list of incoming accounts.
  2. Click New.
  3. Select Enable E-Mail Tickets.

  4. Verify that this account is not the default incoming account.

  5. Enter the address for the account that Web Help Desk will check for new tickets.
  6. Web Help Desk will delete all messages from this account. Do not specify an account that is being used for any other purpose.

  7. Specify the account type, server information, credentials. and folder. See the tooltips for more information.
  8. Select the outgoing mail account used to send replies to emails sent to this incoming account. You can associate the same outgoing account with both the default incoming account and this incoming account.

    SolarWinds does not recommend using the same mail account as both the incoming and outgoing accounts.

  9. Leave the Tech Group blank, and then select the Request Type that will be assigned to tickets created through this email account.

  10. If necessary, specify advanced email properties.
  11. Click Save.

Troubleshooting a failed Exchange email connection

When you create your incoming email account at Setup > E-Mail > Incoming Mail Accounts, you can choose IMAP, POP3, or Exchange/Office 365 as your account type.

If you choose Exchange/Office 365 as the account type, the Exchange server must have Exchange Web Services enabled. Otherwise, it must be configured to support IMAP or POP3 connections.

If you receive an Exchange Web Services error when you save your email connection, do the following:

  1. Log in to your Microsoft Exchange server.
  2. Verify that Exchange Web Services is enabled. If the server does not support this service, enable IMAP or POP3.
  3. On the Exchange server, open Server Manager and navigate to Tools > Exchange Server IIS Manager > EWS.
  4. Verify that Basic Authentication is enabled.
  5. Save your changes.