from the main menu bar.e11 Help Desk Software Manual for customer support & service software
|
This feature enables you to add and manage the E-mail accounts within the Helpdesk. The added e-mail accounts are used to receive e-mails of the new and existing clients. The clients used these e-mail accounts to submit new tickets or for updating current tickets.
To add an E-mail address:
1. Click from the main menu bar.
2. On the View Settings page, click Support E-mail Account 
.
3. Support E-mail Account page opens, as shown in the Figure 9-1-1.
4. Click E-mail Configuration 
to open View E-mail Details page, as shown in
the Figure 9-1-2.
This page will show you the E-mail address, User ID and categories assigned to
that e-mail address to download tickets.
Tip: You can also click on from the toolbar to access the View E-mail
Details page directly.
5. Click 
to open Add New E-mail page, as shown in the Figure 9-1-3.
Enter information in the required fields:
Required Fields |
|
Field |
Description |
|
E-Mail Address |
E-mail Address to download tickets. |
|
User ID |
User ID of the E-mail. |
|
Password |
Password of the E-mail. |
|
Pop |
Incoming mail Server Address (POP3 Server Address). |
|
Ticket Priority |
Choose the ticket priority to be assigned to the downloaded E-mails. |
6. Enter information for the required fields under Creation of Client:
|
Field |
Description |
|
Already in Address Book |
Client E-mail IDs already existing in the system is useful for giving support to the existing list of clients. Incase of an existing client select the category in which the ticket should be created from the drop-down menu. An auto responder will be sent to the client as specified while creating the category. |
|
Not in Address Book |
Check this incase the client E-mail ID does not exists in the system, to create a client account automatically or select a client profile on the basis of which all the tickets coming from the non existing client E-mail ID will be created. |
|
Automatically create Client when mails are downloaded - Group |
Select from the drop-down menu the client group in which the client profile should be created. |
|
Automatically create Client when mails are downloaded - Ticket Category |
Select the ticket category from the drop-down menu, in which the ticket must be created. |
|
Select the client from the selection box - Client |
Select a client for whom the ticket should be created. |
|
Select the client from the selection box - Ticket Category |
Select the category for the ticket from the drop-down menu. |
Note: Already in Address Book is checked by default in the Add New E-mail page, as shown in the Figure 9-1-3.
7. You can also provide information in the optional fields.
Optional Fields |
|
Field |
Description |
|
Send Auto-Responder to the Client |
Check this to send an auto-response to the client about the ticket. The responses sent to the clients by the auto-responder are not specific. They change according to the chosen category. |
|
Send New Login Details (NewClientInfo Auto Responder) |
Check this to send new client login details for auto responder. |
|
Leave E-Mail Message On Server |
Check this to leave a copy of the E-mail message on the server. |
8. Click 
.
To modify a Helpdesk E-mail address:
1. Open View E-mail Details page.
2. Click on the E-mail address to be modified.
3. Modify the information and click 
to save the changes.
To delete an E-mail address:
1. Open View E-mail Details page.
2. Check against the E-mail address to be deleted.
3. Click 
.
A confirmation box pops-up. Click 
to confirm deletion.