Helpdesk Email Setup

Overview

The platform can send outbound email notifications (ticket replies, SLA alerts, invitations) and receive inbound emails to create tickets automatically. Both are configured at Admin → Settings → Email.

Outbound SMTP

1. Go to Admin → Settings → Email → Outbound (SMTP).
2. Enter your SMTP server details:
   • Host — e.g. smtp.office365.com or smtp.gmail.com.
   • Port — typically 587 (STARTTLS) or 465 (SSL/TLS).
   • Username — your email account username (usually the full email address).
   • Password — the account password or app-specific password.
   • From Address — the email address that tickets are sent from (e.g. support@yourcompany.com).
3. Click Test SMTP to send a test email and verify the configuration.
4. Click Save.

Gmail / Google Workspace Notes

Google requires an App Password if 2FA is enabled on the Google account. Generate one at myaccount.google.com/apppasswords. Use the app password instead of your regular password.

Microsoft 365 Notes

Microsoft 365 supports SMTP AUTH on port 587. Ensure SMTP AUTH is enabled for the mailbox in the Microsoft 365 admin centre (Users → Active users → [User] → Mail → Manage email apps → Authenticated SMTP).

Inbound Email (IMAP) for Ticket Creation

1. Go to Admin → Settings → Email → Inbound (IMAP).
2. Enter your IMAP server details:
   • Host — e.g. imap.office365.com or imap.gmail.com.
   • Port — typically 993 (SSL/TLS).
   • Username / Password — the support mailbox credentials.
   • Mailbox — which folder to poll (default: INBOX).
3. Click Save. The system polls the mailbox every few minutes.

How Inbound Email Processing Works

• Each new email creates a ticket (unless it matches a reply tracking token, in which case it appends to the existing ticket as a public comment).
• The from-address is matched against existing CRM contacts. If a match is found the ticket is linked to that contact and their customer.
• If the email domain matches a Customer Domain mapping, the ticket is linked to that customer automatically.
• The email subject becomes the ticket title; the body becomes the description.
• Attachments are stored in MinIO and linked to the ticket.

Email Templates

Go to Admin → Settings → Email → Templates to customise:

• New ticket confirmation (sent to the contact).
• Reply notification (sent when an agent replies).
• Resolution notification (sent when the ticket is resolved).
• SLA breach alert (sent to the agent).

Each template supports the same $variable placeholders as macros.