Admin Settings - Email Settings

Dennis Braganza May-14th, 2020 21:38 1 0

6. Emails

Email Queue -

Under emails queue you can add your incoming email id i.e. these email id’s would be used by your clients to submit their queries.

Also you can dedicate email id to certain departments so that when a query comes to certain email id ,it is automatically routed to mapped department.

Let’s say you have for Sales department, for support department then you can add it the same in email queue with proper mapping with departments.

Here you can also set forwarding from your current email account to Vision helpdesk so that Incidents which are sent to your account can also be created in helpdesk.

Also if you don't want to forward your emails to helpdesk then you just add the details of the account like username ,password while adding the email queue.

Steps to add email queue -

  • Log in to your support portal as an administrator.
  • Go to the Admin Settings >>Email>>Email queue

Below are the settings for adding Email queue -

Email: Your incoming email address should be mentioned here.

Department: The department can be linked to the email address when the clients send the email. The Incidents will be auto routed to the departments which is mentioned.

Fetch type: There are 3 methods for email fetching

Pipe: Email piping is basically email forwarding where emails are just pushed to parser file from actual email account. It is an instant and efficient method to deliver the emails to the parser.

Steps to add piping in case of Download license -

  • Add email under email queue with fetch type Pipe and set forwarder to Console/pipe.php.(Make sure pipe.php has 755 or execute permission)

Steps to add piping in case of SaaS license -

  • Add email say under email queue with fetch type Pipe
  • Now, set forwarding from your actual email account i.e (go to settings of email account )to default email address provided by Vision i.e.

POP3 or IMAP : If you want to set fetch type as POP3 , POP3 SSL/TLS or IMAP, IMAP SSL/TLS then you need to configure below settings -

Login information:

Host name: The host name of the email server should be mentioned here.

Port: Depending upon what method you have selected the port will be selected by default. If the email server uses some other port then it is to be specified here.

User name: The email account should be specified here.

Password: The password of the email account should be specified here.

Leave a copy on server: It will decide whether one wants to keep the email copy on the server when parser has read email and has created a Incident.

Sample details if you want to configure the google hosted mail for POP3 or IMAP as fetch type -

For POP3 -

Host name for POP3:

Port : 995

Username and password of google hosted account.


Hostname for IMAP:

Port : 993

Username and password of google hosted account.

Override details

From name: The mentioned name will appear on client’s inbox when they receive the email.

From email: By default, this will be the same email address that has been mentioned above in Email field. If some other email is to be mentioned then it can be mentioned here. The mentioned email will appear on client’s inbox when they receive the email.

Queue setting

Registration required:

If “yes” is selected and a non-registered client tries to send an email, he will receive the message saying that he needs to registers and after that will be able to send the Incident.

If “no” is selected then any non-registered client can send email and the Incident will be created for it.

Forward failed email:

If yes is selected then the failed email would be forwarded to the email address that is mentioned.

Forward failed email to: Here the email where the failed emails are to be sent needs to be specified.

If “no” is selected then the failed emails will not be forwarded to any of the email address.

Status: It is possible to enable or disable the particular email queue from here.

Note : If you are using download license then you need to set cron job i.e. Scheduleder for the same.

  • For email queue set this for every 5 minutes.

Http ://

  • For SMTP set this for every 5 minutes.

Http ://

  • For reports set this for every 15 minutes.

Http ://

SMTP (Outing emails)

Using the SMTP you can define your outgoing email server details.

By default email are sent through vision helpdesk server SMTP authentication.

You can also set your own smtp for outgoing mails from admin Settings >> Emails >> SMTP .

Also you need to enable SMTP from admin Settings >> Domains >> Outgoing email to use your own SMTP for outgoing emails.

Note : If you use SaaS then you can use Vision's default SMTP for sending outgoing emails and also you can set your own SMTP whereas if you are using Download license then you cannot use Vision's default SMTP and you need to configure you own SMTP.


Let's take an example for google hosted mails -

Host name: The SMTP server host name can be set here.

For example :

Port: The SMTP port can be specified here. If authentication type is TLS then port will be

User name: The SMTP user name can be set from here.

Password: The password for the SMTP server can be set from here.

SSL type: The Secure Socket Layer (SSL) is a network security protocol that allows servers and the clients to communicate with one another over an encrypted session. Some SMTP servers have SSL enabled. So it can be set from here.

SMTP authentication: Mostly SMTP servers requires SMTP authentication on and it can be set from here.

Department access: The particular department for which the SMTP settings are to be applied can be selected from here. This setting can be applied to all the departments by selecting all departments option.

Status: It is possible to either enable or disable SMTP. It will be available for usage if enabled.

Lets take an example for google hosted emails -

Host name:

Port: 587

User name: Usename of your account

Password: The password of your account

SSL type: TLS

SMTP authentication: Tick the checkbox

Department access: Select respective department for which you want to set SMTP.

Note : You will have to set cron job or a scheduler to run in background to process the outgoing email queue. Contact our support team for help related to setting cron job.

Break line

For the proper differentiation between the latest Incident replies and old replies, break lines are used.

For example – You want to hide all the replies in mail chain and just want to see the latest reply from your customer to avoid confusion.

The parser will discard the old responses in email or email quotes. So, whenever the client replies to a Incident then only the latest reply will be added in the Incident post.

Note : You can add multiple breaklines.

Add break line

Additional break lines can be added using the add option. When you click on add you will have the following fields:

Break line: The format for the break line can be mentioned here.

Display order: The order in which multiple break lines should appear in the listing will be decided from here.

Regular expression: If the entered break line has the regular expression then it must be set to yes.

Status: It is possible to enable or disable the particular break line from here.

Email templates

Email templates can be used to send a predefined response to customer.

Example Autoresponder can be sent whenever a Incident is submitted by client.

This section will allow you to modify the existing email templates or you can add new templates in this system.

You can also set workflows to send email template based on specific events.

Note: Default email templates cannot be deleted but if you add new templates then only those templates can be deleted.

Add email template

Title: The name of the email template should be specified here.

Language: The language which you want to select for this template can be selected from here.

Display order: You can add the sequence in which you want to display this email template in the listing.

Subject: The subject of the email template should be specified here.

Content: It will contain the content of the email. The template variables can be used under subject and also the contents of the new email template.

List of custom template variables can be fetched from below link which can be used in email template:

Attachment: Here you can set permission if you want to link attachment or not to this custom template.

Status: It is possible to either enable or disable a particular template from here.

Email template mapping

If you want to use the email templates provided by this software into different email scenarios you can manage the settings here. There can be different email templates that can be set for different domain for different events.

The fields of the email template mapping are as explained below:

Domain: The particular domain for which the email templates are to be set is to be selected from the drop down.

Add client: Here you can select the email template you want to use when client gets added.

Reply Incident: The email template can be selected from drop down which you want to map when the Incident is replied

Registration required: If you have kept registration compulsory for the clients before they can submit a Incident then you can select the Registration required email template.

Forgot password: In case of password recovery request, you can select “Forgot password” email template.

Email approval pending: Whenever client approval is pending for the client for that you can select the email template.

Send email: The email template can be selected in case of send mail operation from here.

Forward: The template you want to use when the Incident is forwarded can be selected from here.

Credit required: If a client has opted to open Incident for a paid department but his account do not have sufficient funds. In such case you can send Credit required template to client.

Contract approval: In Service desk, if you have a created a contract and need approval for the same, in such case you can send Contract approval template.

Change approval: If new change request is created and you need approval for the same then you can select change approval template.

Release approval: If new release request is created and you need approval for the same then you can select release approval template.


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