An email queue corresponds to an email account from which you wish to get the emails into the help desk. For example, you have an official email address, say "kayako_Inc@gmail.com", through which all your client interactions takes place. Now, you would like the support desk to download the emails, as they come, from "kayako_Inc@gmail.com". So, you need to insert the email address"kayako_Inc@gmail.com" as an email queue in the support desk. Now, when an email arrives at "kayako_Inc@gmail.com", it will be fetched by the support desk, and will be converted into tickets for further processing.
View and manage email queues
In order to view and manage the email queues click Email Queues under Mail Parser on the Options menu. You will be presented with a list of all the current email queues inserted in the support desk system along with the departments they are assigned to and the fetch type with which they are inserted, as shown
Creating new email queue
In order to insert a new email queue in the support desk, click New and you will be directed to the page where you need to provide the information regarding the new email queue
The email queue creation page is further divided into two different configurable settings tabs, which are
The settings described under the Settings section are optional and entirely depends on your own preferences , whereas the settings described under the General section are mandatory for the setup of the email queues.
General: Email Queue Settings
The various fields under Email Fields are described below:
Email queue address
This is the email address of the email account from which the support desk will fetch the emails. For example, firstname.lastname@example.org
This defines the criteria for which the queue is to be used. You may set the queue type to Tickets.
This defines the method in which the email will be fetched. The supported fetch types are Pipe, POP3/SSL/TLS/, IMAP/SSL/TLS
Queue template group
Select the Template Group to be associated with this email queue. The settings and templates of this Template Group will be associated with this email queue.
Email queue is enabled
If Enabled, all the incoming messages that are dispatched to this specified email queue will be processed. Disabling the queue will result in silent rejection of all the incoming emails on this particular email queue.
This feature allows you to simply disable an email queue that is not required temporarily, without deleting it. Deleting an email queue will result in loss of all the settings associated with that email queue. You may enable the email queue when required.
General: Mailserver Settings (only for POP3/IMAP mailboxes)
The various fields under Login Information are described below:
Specify the hostname of the email server, for example, mail.emailserver.com or specify the IP address of your email server, for example, 192.168.1.1
Specify the port on which the email server is listening. The default port number will be selected automatically when you chose the Fetch type, for example, if you chose the Fetch type as POP3, then the port number selected will be 110 and so on.
Specify the username of the email account, that you have specified as the email queue.
Specify the password associated with the username of the email account.
Ignore recipient address and force into queue
Leave email on the server after fetching
Enable this option if you wish the support desk to download the emails, and leave a copy of the messages in the email account. By default the system empties the mailbox once the fetching process is completed.
This option works only for IMAP account. In case of POP3 email accounts, the mail parser script will fetch all the emails and delete them from the email account.
Use the same mailserver to send email
If enabled, the above mentioned server will be used for dispatching all emails related to this email queue. This avoids the email being flagged as spam.
SMTP connection type
You need to select the SMTP server type depending upon the authentication mechanism your SMTP server is configured for. The list includes Non SSL, TLS, SSL, SSL v2, SSL v3
You can now check if the mail parser script is able to connect and login to the email account you have inserted as an email queue. To verify this, click Verify Connection tab at the top, after inserting all the required Login Information, as shown:
The various fields under Settings section are described below:
If specified, all outgoing emails under this queue will have their From Name replaced with this name.
From email address
If specified, all outgoing emails under this queue will have their From Email replaced with this address.
Queue email subject prefix(optional)
If specified, all mail subjects under this queue will be prefixed with the specified value. For example, if you specify the queue prefix as SUPPORT the outgoing email subject for staff replies will be: [SUPPORT #ABC-12345]: Actual Subject
Enter the queue signature. This signature is appended to all outgoing email under this queue.
Once you are done with the Settings section click Next, to proceed to the Tickets Fields section.
General: Ticket Properties
The various fields under Ticket Fields section are described below:
Specify the department under which new tickets will be created.
Select the ticket type for this queue. Any new tickets created under this queue will be set to the specified ticket type.
Select the ticket status for this queue. Any new tickets under this queue will be created using this status
Select the ticket priority for this queue. This is not related to the "Priority" of an incoming email. Any new tickets created under this queue will be assigned the selected priority.
If enabled, only registered users will be able to raise new tickets by sending a message to this email queue. Non-registered users will still be able to submit tickets via the support center, but not via email queue.
Send new ticket autoresponder
If enabled, the system will send an Autoresponder message confirming the receipt of a new issue.
Once you are done with the settings, click Insert to add the new email queue.
Repeat the steps to add another email queue(s)
You need to configure an external cron job/scheduled task to automate the process of email fetching from your mailbox(es). The procedure to setup a cron job/scheduled task is explained here.