– Email Fields
– Login Information (Required only if POP3/IMAP is selected)
– Queue Overrides (Optional)
– Queue Settings
– Ticket Fields
Email Fields
This section allows to insert an email address for your Email Queue.
Email Queue Address: Specify the email address which you wish to add for your helpdesk Email Queue. Examples for a valid Email Queue are:
– sales@domain.com
– billing@domain.com
Queue Type: This section allows you to choose a module for your Email Queue. For example, if the Queue type for the email address is set to “Bug Tracking” then any new emails to this queue will result in creation of new bugs. By default, the Tickets module is the only available option.
Fetch Type: This option allows you to select the method using which the Mail Parser should will fetch new emails into the system. The possible options are:
– POP3
– POP3 SSL
– IMAP
– IMAP SSL
Pipe: Email piping is the name for the technique of sending email message as an input to a program rather than appending the message to the mailbox file. Instructions on how to set up email piping on various systems can be found in the Installation » Email Parser section of the manual.
POP3/IMAP: Post Office Protocol or POP3 is a protocol used for allowing the email client to retrieve messages from the remote mailbox. While Internet Message Access Protocol or IMAP is a mail protocol that provides management of received messages on a remote server.
You shall be required to fill in the hostname, username and password details under the Login Information section if you choose to use POP3/IMAP/POP3 SSL/IMAP SSL as the fetch type for your Email Queue. Instructions on how to set up email piping on various systems can be found in the Installation » Email Parser section of the manual.
Queue Template Group: Select an appropriate Template Group for the Email Queue from the adjacent drop down menu. All the settings and templates from this template groups shall be used for the newly created email queue.
Login Information (Required only if POP3/IMAP is selected)
This section needs to be filled if the Fetch Type for the Email Queue is chosen as POP3/IMAP/POP3 SSL/IMAP SSL. Using the following details SupportSuite shall fetch the emails into the system. Make sure the information entered is absolutely valid. Any invalid information can lead the software to fail in fetching the emails into the system.
Host: Specify your Mail Server hostname. This can be an IP address or a hostname like “mail.domain.com”.
Port: Enter your Mail Server port. It is recommended that you do not change this value unless your Mail Server is running on a separate port than the one selected by default.
Username: Enter your mail account username used for logging into your mail server.
Password: Enter your mail account password used for logging into your mail server.
Queue Overrides (Optional)
This section allows you to change the outgoing emails From Name and From Email Address. This section is optional and hence can be left blank.
From Name: All outgoing emails under this queue will have their “From Name” replaced with the entered value if this option is specified.
From Email: All outgoing emails under this queue will have their “From Email” replaced with the entered value if this option is specified.
Queue Settings
This section allows you to set options like Subject Prefix and Queue signature.
Queue Subject Prefix: This option if set, subject of all the outgoing emails under this Queue will be prefixed with the specified value. For example, if you specify Queue Prefix as “SUPPORT” then the subject of the outgoing mail for Staff Replies shall be:
This option is an optional and hence can be left blank.
Queue Signature: This section allows you to set an unique signature for this Email Queue. The specified signature is suffixed to all outgoing emails under this queue. This is an optional field and hence can be left blank.
Registration Required: Only registered users will be able to create tickets/bugs/replies under this Email Queue if this setting is enabled.
Enable New Issue Autoresponder: This setting directs the system to send an autoresponder message confirming the receipt of a new Issue. By default this setting is enabled.
Enable New Reply Autoresponder: This setting directs the system to send an autoresponder message confirming the receipt of a new reply under an already existing Issue. By default this setting is not enabled.
Once you have set the above four sections of the Email Queue, click on the Next tab to configure the final section.
Ticket Fields
This section allows you to choose an appropriate Department, Ticket Status and Ticket Priority for the Email Queue.
Department: Select the department under which new tickets will be created from the adjacent drop down list.
Ticket Status: Select an appropriate Ticket Status for this queue. Any new tickets created under this Queue shall be assigned this status.
Ticket Priority: Select an appropriate Ticket Priority for this queue. The Priority set here is not related to the Priority of an incoming email. Any new tickets created under this Queue will be assigned the selected Priority.
Once you have set the section, click on the Insert Queue tab to insert the Email Queue. Once you have saved the Queue, the software shall notify with the message ‘Email Queue “support@domain.com” (Email Queue Address) Inserted Successfully‘ and shall forward you to the Manage Email Queues section which is explained in detail in the earlier part of the manual.