The e-mail support add-on enables SLA24 Service Desk to process incoming e-mails and attach them to the appropriate ticket. For more details about what the add-on does, please see the E-Mail Support add-on page.
The dedicated e-mail inbox can be with any e-mail provider (Gmail, Outlook.com…) as long as the provider supports the POP3 and / or IMAP protocols.
This documentation will give you configuration examples for the major e-mail providers but we can’t go through them all. If your provider is not in the examples you will need to find the necessary settings by yourself. A Google search for “[provider] pop3 settings” will give you the answer in most cases, and if not you will need to contact your e-mail provider / hosting provider.
Because checking an inbox takes some time (connecting to the e-mail server, authenticating, checking for new e-mails, downloading them…), everything is done in the background. When the plugin will check for new e-mails, a notification will be displayed in the bottom right corner of your screen. Don’t worry if your site slows down a little during the verification.
SLA24 Service Desk will check your inbox at the frequency you selected. When checking for new e-mails, two things can happen: SLA24 Service Desk successfully connects to the server and retrieves the e-mails, or something wrong happens (incorrect settings, e-mail server down…).
If something goes wrong you will be notified. The notification should display a clear error message explaining why e-mails couldn’t be checked.
If everything is alright you should see a notification indicating the number of e-mails imported.
From here two things can happen. For each imported e-mail, SLA24 Service Desk will either
If an incoming e-mail can’t be identified, it lands in the Unassigned folder. An administrator will have to manually inspect the e-mail and decide who sent it and / or to which ticket it relates to.
Once they land in this folder, e-mails are converted into unassigned replies. You will need to manually process each unassigned reply one by one and update the unknown information.
Two things can be missing to an unassigned reply: the sender and/or the ticket ID. While updating an unassigned reply, you will only be asked for the missing information. It can be the ticket ID, the sender or both.
It is important to understand that the system can only identify the sender if the e-mail address used to send the e-mail is found in the database. If there is no user account registered with this e-mail address SLA24 Service Desk will be unable to identify who sent this reply.
All incoming e-mail’s headers are stored in the database. When you inspect an unassigned reply, you will have access to the entire e-mail header in order to get every bit of information that might help you identify the reply.
You can learn more about configuring the add-on in a later section.