Solutions

Convert your emails to tickets in Vision

Renu Sharma Oct-24th, 2019 20:13 0 0

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 [email protected] for the Sales department, [email protected] 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 the helpdesk.

Also if you don't want to forward your emails to helpdesk then you just add the details of account like username, password which 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 -

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 an 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: pop.gmail.com

Port : 995

Username and password of google hosted account.

For IMAP

Hostname for IMAP: imap.gmail.com

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 ://domain.com/console/cron.php

  • For SMTP set this for every 5 minutes.

Http ://domain.com/console/sendmail.php

  • For reports set this for every 15 minutes.

Http ://domain.com/console/report.php


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