Email Configuration
Applicable editions: Faveo Helpdesk Community and Faveo Servicedesk Community
In this module you can set up the email accounts that each department will use. You can also choose a protocol for incoming emails (IMAP or POP3) and the transfer protocol you want to use for outgoing emails. Before you create a department email on your Faveo systems, it is mandatory that you have existing email account of any domain that is functional and accessible. This is important to access Faveo Helpdesk.
To link Faveo Helpdesk to your existing email account, perform the following steps:
Go to Admin panel> Email > Emails > Create Email
From name: Provide the name that you wish to share with the clients, this will be visible in the subject line of the email sent to the client.
Password: Enter the password that you use to login into your existing Email account.
New Ticket Settings
Department: Select a department from the existing list to assign the emails.
Priority: This helps to prioritize the tickets. Select priority (such as low, normal, high, or emergency) that will be set as system default for this Email Id. However you can edit this anytime.
Help topic: This helps to categorize the incoming tickets for example you can assign help topic as “support query”.
NOTE1: If you do not provide “NewTicketSettings”, the email will be assigned to the system’s default department and incoming tickets will be given a default priority and category.
NOTE2: If you do not want your user to receive an auto generated response on submitting the ticket, you can disable the auto response for this email address by clicking the checkbox next to auto response.
Incoming Email Information
Status: To configure the email protocol for your incoming emails, select the protocol from the drop-down menu and fill in other information like hostname, port number, encryption, and authentication.
Also click on the checkbox if you want to validate certificates from TLS/ SSL server.
Outgoing Email Information Transfer Protocol: To configure the email protocol for your outgoing emails, select the transfer protocol from the drop-down menu
Internal Notes: You can add any personal notes to refer in the future for “this” particular Email account.
After completion of the Email configuration, click “Create”. And you have successfully created your Email.