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 How can I start using the E‑mail ticket system? Export knowledge base Export     SubscribeSubscribe      Show article info

It is very easy to get started to use the email ticket system to manage emails.

 

  1. Enable the Support Center or the E-mail ticket system for your organization, see Account Settings -> Additional features.

  2. Simply check "Enable Support Center" OR "Enable E-mail ticket system" to activate the ticket system module.

  3. Go to the "Settings" tab and the new "Email ticket system" sub-tab on  the project where you want to manage all emails.

  4. On the "Email ticket system" tab you can specify the e-mail account you want to see, as well as some additional settings (see description below)

  5. After the account has been configured you should test that the connection to your email server works.

  6. Enable the email ticket system using the checkbox "Enable monitoring of the e-mail account".

  7. Emails will now be fetched every 2 minutes and converted to support issues that can be managed in the "issues" tab.

 

In-depth description of how to get the email system started

The first thing to do is to configure the connection to the email server. See example below.

 

Knowledge Base Images/Email ticket system/email_setting_server_info.png


You start by choosing what protocol should be used (ie IMAP, POP3, IMAPS or POP3S), server port, server host and, if IMAP is used, which folder that should be checked. The folder is normally INBOX, but can also be INBOX.support or INBOX.sales or something else.

 

If it isn't possible to access your company's email server via POP/IMAP then it is probably still possible to use the email ticketing system by relaying emails to a email account on our server that acts as an intermediary (please contact support@visionera.se for more information about this).

 

You specify the user information you have associated with the account. This is the user information that will be visible when sending information.

 

You can here choose to specify a flexible name to show who in VisionProject replied to the message. This can be done by specifying, for example, {senderName - } Sales, in the name field 

 

If your name is John Doe in VisionProject and you are replying to a correspondent, they will then see that it is from “John Doe – Sales”.
The Email field needs to contain the correct information about the email address used to communicate via.

 

Add the username and the password for the account and press the button “Test Connection” on the bottom of the page. If the connection is correct, a message similar to this will show:

 

 

You should now decide on how to handle the incoming messages. See example below

 

Knowledge Base Images/Email ticket system/email_setting_incoming_options.png

 

First choose what Issue Type the messages should convert to. This can be any of the Issue types that are active for the project.

 

When an incoming message is coming from a person who is not already in VisionProject, they will automatically be added with the role of the User Group specified. The possible User Groups that can be selected are the User Groups that are specified to be Support Users in the Account Settings of the User Groups. If a user is already in the system, but not in the project, the user is added to the project with the User Group specified in the Email Settings.

 

For users that is created as a result of an incoming email, you can also specify User Type - either System user or Contact. System users can login to the system (or just the support center if they belong to the  Support User group), while Contacts can never login to VisionProject, but can be used to keep track of communication with customers, for example.

 

Limit incoming emails: These options will limit which emails are imported to VisionProject. 

 

  • Project users is the most strict limitation, letting only existing users that belongs to the project of the email ticket system send mail to the ticket system.
  • Users is a looser limitation, only allows mails from an existing user in any project.
  • The Companies limitation only allows mails from any user belonging to an existing company.

 

Emails that do not match any of the selected criteria, are imported into VisionProject but stored in the Documents --> Mail --> Spam folder in your project. You can then manually import them if you want by moving the files to the "Not spam" folder

 

Status change for existing issues

 

When a message is sent or received you can choose to have VisionProject to automatically change the status. You can do that by setting Reply is sent and Reply is received. You can here choose between the valid statuses for the project.

 

"Email reply" is selected: Here, you can choose a status to be set on the issue immediately when someone do an email reply to the issue. For example, "Work in Progress" is useful to indicate to others that you've started writing a reply.

 

You can choose to have VisionProject act on the message after importing it. You can specify what should happen in After read. The choices are Forward, Delete or Move to folder (only possible for IMAP). If you choose Forward or Move to folder, you specify the destination in the field underneath.

 

You are now ready to specify if VisionProject should automatically reply with an email when a new issue is created.

 

 

You can here specify if there should be an automatic reply for the emails resulting in new issue. This is done by marking Use automatic reply.

 

By marking User automatic reply for manual support issues, a reply will also be sent to the users creating issues via the Support Center or a Simple Form.

You specify the automatic reply in the text box. You can here both specify in Text- and Html-format, using also a lot of parameters (view picture for details of which parameters and what they do).

When VisionProject is replying to Emails, either via automatic emails or manually when the user chooses to correspond with someone, this can be done using Always HTML, Always Text or Use the same format as the original message. Set this in Reply in this message format.


You can also choose to modify the text in the Subject in reply. However, it is important to always include the TicketId, since this is how VisionProject identifies where a reply message belongs.

VisionProject includes a Spam engine to remove unwanted emails.

 

You are now almost done configuring the email management in VisionProject. The last thing, that is not necessary, but that can help you to filter out spam is to configure the spam filter. You can find all information about this here.

 


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