This article describes how MachPanel helpdesk generate and parse tickets.
This article applies to all MachPanel builds.
Email Parser Or IMAP Account:
Email Parser is a built-in feature which retrieves emails from IMAP accounts and
generates tickets from them. For example, if you have a
support@xyzhost.com
email address you may configure it in email parser so that whenever an email is
received at this address a ticket is automatically generated for an existing
customer account.
- To create a IMAP account, navigate to the following path: Home » Help Desk » Settings » Email Parser » IMAP Accounts
- Click on Add IMAP Account button and provide the
information of the IMAP account from where you want to retrieve and generate
tickets.
-
Email Address: Specify email address of the
account from where emails are to be retrieved.
-
IMAP Server: Enter designated IMAP server.
-
Port: Mention appropriate port. Default IMAP
port is 110.
-
User name: Enter user name. This is usually
same as the email address of target account.
-
Password: Specify password corresponding to
user name.
-
Confirm password: Re-type password for
confirmation.
Processing rules
You may configure Processing Rules for each IMAP account. Processing rules
tell Control Panel what should be done with the email. For example:
-
Create a processing rule to assign tickets to Support Department
if TO line is support@xyzhosting.com.
-
Create a processing rule to delete the email if subject line
includes "[Spam]". Click Create New Rule
Challenge Response
Challenge Response is a feature that prevents SPAM emails from reaching the Help
Desk.
Whenever email is received in a department the sender email ID is matched against the control panel database. If it is found in the database as a valid user, ticket is generated and placed in the system. But if email address is not found in the control panel database, then a Challenge-Response email is automatically sent to the sender email address with URL link to visit. If URL is visited then sender is confirmed and added to control panel database. This sender never receives challenge-response email again.
