Submit a ticketCall us

Systems Monitoring for Dummies
Our new eBook will teach you the fundamentals and help you create monitors and alerts that are effective, meaningful, and actionable. Monitoring is more than a checkbox on your to-do list. This free eBook will give you practical advice to help you succeed in all aspects of monitoring – discovery, alerting, remediation, and troubleshooting. Don’t miss out on this indispensable resource for newbies, experienced IT pros, and everyone in between. Register Now.

Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Set up the application > Set up your email

Set up your email

Created by Steve.Hawkins, last modified by Anthony.Rinaldi_ret on Jul 18, 2016

Views: 204 Votes: 1 Revisions: 4

You can set up your email options, templates, and incoming and outgoing mail accounts at Setup > E-Mail. Web Help Desk supports multiple accounts for receiving and sending email.

Each incoming mail account is associated with a specific request type and an optional tech group. Incoming mail accounts are checked each minute for new messages. Web Help Desk processes each message, turns the messages into tickets, and then deletes the messages from the incoming mail server. Each incoming mail account is associated with an outgoing mail account (SMTP server) used to deliver outgoing mail.

You can define custom greetings in templates associated with a specific status type and an optional request type. You can personalize these templates using tags that provide placeholders for parameters, such as last name, first name, and ticket number.

Simplify email management options

You can simplify incoming mail processing by configuring the E-Mail Options screen located at Setup > E-Mail > Options. In the screen, you can configure Web Help Desk to accept email from unknown senders in your client domains or define and maintain lists of each email recipient for each client. The screen also includes options for restricting email formats, senders, and contents.

  1. Click Setup and select E-Mail > Options.
  2. Locate the Incoming Mail section.
  3. In the Create Accounts for Unrecognized Senders row, select Only if e-mail matches an Accepted Domain.
  4. In the Accepted Domains field, enter the domain names for your clients, separating each domain name by a comma and then a space.
  5. Click Save. 

The Incoming Mail section provides additional options to filter e-mail. Using the Ignored Senders fields, you can deny email from senders who may be sending SPAM or other unwanted email. The Regular Expression Filters fields allow you to filter out email, based on specific criteria for the subject, body, content, or attachments. Click the tooltips next to each option for more information about using these filters.

Review the remaining options settings and make any changes required for your email environment.

 
Last modified

Tags

Classifications

Public