Under Channels> Email > Accounts, you can configure the Email accounts that will be used to accept Tickets and send out Email notifications.

These will usually be your existing support addresses e.g. support@yourcompany.com.

Any new message to one of these accounts is automatically converted to a Ticket within your helpdesk. If the message is part of an ongoing conversation (e.g. it is in response to a message about an existing Ticket), it will be added to the Ticket as a message.

A Ticket Email account can’t also be used for a Deskpro User or Agent account. This is necessary to prevent Email loops, where Deskpro could end up replying to its own Emails endlessly. It’s best to add Agents using individual Email accounts (e.g. john.smith@yourcompany.com), rather than with User-facing addresses like support@.

Note that Email account configuration differs between the Cloud and On-Premise versions of Deskpro.

On-Premise Email Configuration

Here’s how to add a Ticket Email account in Deskpro On-Premise:

1. Go to Channels> Email > Accounts and click + New.

1. Email Address is simply the User-facing Email address you want to use for support e.g. support@yourcompany.com

2. Specify the Brands you want the Email to be available to.

3. Leave Type as Ticket Email Account.

4. Select the type of Email account you are using (IMAP, POP3, Gmail/Google Apps, or MS Exchange), and enter the server details requested.

If there are details you don’t know, check the settings/documentation of your Email program or mail provider.

1. Specify how Deskpro sends outgoing Email.

   The default Send mail using PHP mail () option sends Emails directly from your Deskpro installation with a PHP function - this will usually work without extra configuration, but you may need to configure PHP further. For more reliability, we recommend sending Email via your server or Email service provider. You must ensure that your server/service is configured to relay mail from your Deskpro installation: consult its documentation for how to do this.

2. Click the Test Account Settings button which will show under the account details.

   Try sending an Email to yourself and confirm that Deskpro can send Email. If you get a connection error, check the details you entered. You may also need to change your network configuration to open up the port mentioned in the error.

3. Click create to add the Email account.

Note

If you're having trouble with IMAP SSL certificate errors where you have a server with both internal and external interfaces and use the same server certificate on both you can avoid a PHP error by following these steps:

• Make sure you have updated to the latest version of Deskpro.

• In the Email Account's settings there is an option to Disable Certificate Validation, if you turn this on for the effected IMAP account it will skip the certificate check and prevent an error from occurring.