Email mailboxes: where tickets come in from

A mailbox is an email address tickets come in from: every email that arrives there becomes a ticket, and replies go out from the same address. They are managed from the «Centro di controllo» (at the bottom of the left menu), entry «Caselle e aree», tab «Mailboxes». The «Gestione casella email» privilege is needed.

The list

One row per mailbox: «Name», «Address», «IMAP», «Status» («Enable» or «Disabled») and «Last poll», that is the last time it checked the mail. If the last check failed, the error appears next to the status: it is the first thing to look at when “tickets are not arriving”. On the right, «Edit» and «Delete».

Creating a mailbox

To connect a mailbox you need to:

1. Top right, «New mailbox». The form opens below, full width, in four blocks.
2. «La casella»: «Nome interno» (how you see it, e.g. “Customer support”), «Indirizzo email», «Organizzazione o prodotto a cui risponde» — mandatory: every ticket born here carries that organisation forever — then «Area in cui nascono i ticket» and «Categoria dei nuovi ticket».
3. «Ricezione (IMAP)» and «Invio (SMTP)»: «Host», «Porta», «Username», «Password», with the «TLS/SSL (consigliato, porta 993)» and «STARTTLS (consigliato, porta 587)» checkboxes. These are the details given to you by whoever runs the mail.
4. «Verifica connessione», at the bottom: it really tries to log into IMAP and SMTP and tells you the outcome of each. As long as one of the two is red there is no point saving.
5. «Save».

If you open the form from an organisation’s card («Create mailbox»), the organisation field does not appear: the mailbox is born for that one already.

«Opzioni»

«Casella attiva (riceve email)» — switch it off to pause a mailbox without deleting it: it stops checking the mail. «Casella predefinita» and «Ogni quanti minuti controlla la posta»: more often means quicker tickets, but a heavier load on the mail server.

«Conferma di ricezione»

The automatic “we have received your request” email to whoever writes to this mailbox. It is off until you switch it on with the toggle at the top of the block. Below, one tab per language, with the «Subject» and «Testo» of that language: kDesk understands the language from the email text and replies in it. If it cannot tell from the text — one line, an email all of numbers — it uses the «Lingua predefinita, quando dal testo non si capisce». To a language that is not among the seven it replies in English.

Write the Italian and, if your kDesk has an artificial intelligence model configured, to the right of the tabs the “Traduci nelle altre lingue da…” button appears: it fills the other six starting from that one. Without a model the button is not there and the languages are written by hand.

Whoever puts somebody in copy

The addresses the customer puts in copy stay on the ticket — even if added in a later email — and receive your replies together with them. You see them in «Details» under «Cc».

Questions this guide answers

• how do I connect the support mailbox
• how do I create a mailbox
• tickets are not arriving
• connection check failed
• what is the acknowledgement
• how do I automatically reply we have received your request
• how often does it check the mail