Add Accepted Email Domains in Web Help Desk

4/9/2019 5:43 PM

12/3/2020 9:51 PM

This article describes what "Accepted Domains" are for and how to add accepted e-mail domains in Web Help Desk.

Web Help Desk

For WHD, a domain is the portion of an e-mail address after the @ sign; i.e., company.com in jdoe@company.com. 

Accepted Domains include domains specified for

• Locations at Setup > Locations & Departments > Locations & Rooms > [Location] > Location Info > E-Mail Domains
• Email Options  at Setup > Email > Options > Accepted Domains
• Client Options  at Setup > Clients > Options > Accepted Domains

Accepted Domains can be used for the following functionality: 

1. Accepted Domains specify which e-mail domains will be accepted when a sender's e-mail address is not recognized by the Web Help Desk. 
   Note: This functionality occurs only when Create Accounts for Unrecognized Senders is set to "Only if e-mail matches an Accepted Domain." 
   If the sender's domain is not in the Accepted Domains list, WHD notifies the sender by e-mail that the address contains an unauthorized domain. If the sender's domain is included in the Accepted Domains list, a new account is for the sender. If the address matches an Accepted Domain defined for a Location, the new account is assigned to that Location.
    
2. Accepted Domains perform a matching function. When looking up an account for a given e-mail address (such as when authenticating, importing, or receiving e-mail Tickets), WHD matches against only that portion of domain specified by the Accepted Domains. 
   For example, suppose company.com is defined as an accepted domain and a Client's profile contains the e-mail address joe@mail.company.com. If the Client logs in as joe@company.com, the Web Help Desk will recognize company.com as an accepted domain and will consider only this portion of the domain when searching for a user account matching the e-mail. Thus, joe@mail.company.com is treated as if it were joe@company.com and the account will match. 
   Conversely, the account will also match if it contains the e-mail joe@mail.company.com and the Client logs in as joe@company.com. 
   If no Accepted Domain corresponds to a given e-mail address, WHD looks only for an exact match.

To use Accepted Domains in WHD:

1. Log into the Web Help Desk Admin console.
2. Go to Setup.
3. Step through the levels indicated above for either Location, Email or Client (depending on where you'd like the "Accepted Domains" to be checked)
4. Add your desired "Accepted Domains" in the field provided
5. Click Save.