Service Desk/Mailbox Configuration

Overview

One method of creating service desk tickets is via email. You can setup a mailbox/address and have your customers email this address in order to create a new ticket against their account.

Before tickets can be created (via email), service providers need to set up a mailbox configuration within Emersion so we can poll a mailbox for new mail.

This section describes how to configure the service desk mailboxes that are used to retrieve mail from your mail-server in order to create service desk tickets.

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Create New Mailbox

Protocol

At present, we support POP & IMAP mail-server protocols using default ports. Emersion recommends the use of the IMAP protocol as it has a little more flexibility. You will need to speak with your system or network administrator to determine the mail protocol available for you to use.

• POP

Although most POP Post Office Protocol clients have an option to leave mail on server after download, e-mail clients using POP generally connect, retrieve all messages, store them on the user's PC as new messages, delete them from the server, and then disconnect.

• IMAP

Other protocols, notably IMAP (Internet Message Access Protocol) provide more complete and complex remote access to typical mailbox operations.