to automatically create tickets in the
Helpdesk.e11 Help Desk Software Manual for customer support & service software
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The main purpose of this feature is a two-way e-mail facility: clients can send e-mails to create tickets and clients can update current tickets by e-mails. With the help of this manual download feature, you can easily download e-mails in the Helpdesk. The Helpdesk will then automatically create tickets for all downloaded e-mails.
To download e-mail:
1. Open Support E-mail Account page.
2. Click Download Mail to automatically create tickets in the
Helpdesk.
Tip: You can also click on from the toolbar to use this feature
directly.
3. Download e-mail confirmation box pops-up, as shown in the Figure 9-2-1, confirming that the mails are downloaded to the Helpdesk.
Note: You can also configure an auto-responder, confirming the creation of a ticket to the client.
Tip: To view the workflow of creating or updating a ticket by e-mail, see the Annexure below.