Configuring incoming email settings

Incoming email settings enable you to configure your mail server to receive emails from your customers. The built-in PSA email parser manages the inbox for the specified account, automatically converts incoming emails into tickets, and assigns them to the relevant user or company.

When the PSA email parser processes an incoming email message, the message is not deleted. It is moved it to an archive folder. If there is no archive folder, one is created.

Tickets cannot be assigned to users that are not present in Management Portal, as there can be no association with an email address.

If you are using a mail server other than Office365 or Gmail, ensure that it supports RFC 6851.

To configure incoming email settings

  1. Go to Settings > Service desk > Mail server configuration.

  2. In the Incoming email settings row, click the pencil icon.

  3. Click the Active option switch to enable incoming emails.

    When you activate the parser, all unread messages that it finds in the inbox will be converted into tickets unless you select the Do not process messages received before the specified date option. See below for more details.

  4. Select the relevant mail server protocol type:

    • IMAP (default)

    • Exchange

    • Office365

  5. To enable SSL, select the Enable SSL check box.
    Secure Sockets Layer (SSL) encrypts your email messages during transport. SSL is only supported in these scenarios:

    • Secure (TLS) - StartTLS - Port 587

    • Secure (SSL) - SSL - Port 465

  6. Enter the host name and its port.

  7. Enter the account username and password.

  8. Enter the Timeout value in milliseconds.
    This value specifies how long the system waits for a successful connection to your email server before it times out.

  9. Select the Process messages from unknown users check box to convert messages from unknown users, without assigning to a user or company.
    If not selected, incoming emails from an address that is not in the customer database are not converted into a ticket.

  10. Select the Do not process messages received before the specified date check box to ensure that tickets are created for emails received after a specified date only.
    This option prevents tickets from being automatically created for all existing emails, including those received prior to defining your incoming email settings.
    When the check box is selected, additional date and time fields are displayed.

  11. Click Test Connection to verify your incoming email settings.
    When the system validates all your settings, a confirmation message is displayed.

  12. Click to apply your settings.

You can also define settings for the invoice emails you send to customers (see Configuring invoice email settings) and other outgoing email settings (see Configuring outgoing email settings).