In order to perform the Initial Setup, make sure you’re logged in as Superadmin. Now, go to Helpdesk (Add-Ons » Modules » Helpdesk), click on the Module Settings button located in the top-right corner of the screen and choose E-mail Settings.

Configure e-mail server you want Helpdesk to download messages from. As soon as message is downloaded from your mailbox by Helpdesk, it gets turned into a ticket. E-mail server details you can configure include:

  • sender e-mail address
  • sender name
  • e-mail download conditions
  • e-mail server address
  • login / password
  • e-mail server type
  • port
  • message download interval
  • always use secure connection (SSL)
  • leave messages on server
  • ignore e-mails older than
  • path / URL to e-mail attachments

Sender E-mail Address

Sender e-mail address will be used in all messages sent from Helpdesk. Eg. if you’re using Helpdesk for support, you might want to enter something like [email protected]

Sender Name

Sender name will be used in all messages sent from Helpdesk. Eg. this might be the name of your company or department.

E-mail Download Conditions

When downloading messages from your mailbox, Helpdesk downloads only messages that are addressed to Sender e-mail address. If you want Helpdesk to download other messages, you can change it here. You have the following options:

  • Download only messages addressed to Sender e-mail addres you’ve specified above —default setting
  • Download messages addressed to… —if you wish to add more e-mail addresses, put each e-mail on a separate line
  • Download all messages
  • Download all messages except… —if you wish to add more e-mail addresses, put each e-mail on a separate line

E-mail Server Address

Enter address of the mail server Helpdesk will connect-to to download messages from. If you’re using Gmail or Google Apps, enter imap.gmail.com.

Login / Password

Enter Login and Password you use to log into your mailbox. Usually, login is your full e-mail address, eg. [email protected]

E-mail Server Type

Choose between IMAP and POP3. If you’re using Gmail or Google Apps, choose IMAP.

Port

Enter your mail server port number. Suggestions:

  • 993 for IMAP over SSL —if you’re using Gmail or Google Apps, use this
  • 143 for non-secure IMAP
  • 110 for POP3
  • 995 for Secure POP3

Message Download Interval

This interval limits how often will Helpdesk download messages from your mailbox. Even if you tried to download messages more often (using CronJob), Helpdesk will download messages only after the time you specified.

Always Use Secure Connection (SSL)

It’s recommended that you log into your mail server using a secure connection. If you’re using Gmail or Google apps, keep this item checked.

Leave Messages on Server

If your mailbox is big enough (eg. you’re using Gmail or Google Apps), you can keep this item checked. If you leave this item unchecked, Helpdesk will immediately delete all downloaded messages from your server.

Ignore Messages Older Than

When downloading messages from your mailbox, Helpdesk will scan all messages on your server. To reduce the time Helpdesk will need to scan your inbox, you can tell Helpdesk to ignore older messages.

Path / URL to E-mail Attachments

Enter path and URL where you wish Helpdesk to store e-mail attachments on your server.

Important: To make sure Helpdesk will download messages from your mailbox on a regular basis, please copy the Cronjob URL and add it to your Cronjob table (or contact your web hosting provider to do so). Make sure you launch the Cronjob as frequently as you wish to check / download messages from your mailbox. We @krea do so every 5 minutes.

Now, you can verify the settings by clicking on the Verify e-mail settings button. If the site stops responding, it’s very likely your login, SSL or port settings are incorrect. Please wait for around 1 minute while the mail server connection times out, change your settings and try again. Once you verify your settings, you can save them by clicking on the Save settings button.

WARNING: Please make sure that the application has full permissions (777) to the folder with Email Attachments.