Working with email in the helpdesk ticketing system

Essentially there are two ticket chanels in Jitbit Helpdesk – web interface and email. Helpdesk can pool messages from your support mailbox and create tickets out of them.

How to connect a mailbox to your Helpdesk

There are two ways to make helpdesk pool email messages from your support mailbox and create tickets out of them.

1. Forward all email to your built-in mailbox (hosted only)

Every hosted Helpdesk instance comes with a built-in mailbox that looks like "support@company_name.jitbit.com" (i.e. support@support.jitbit.com). All email messages sent to this address will be instantly converted into tickets.

If you have an existing mailbox you want to use, you can just forward all mail to you built-in mailbox.

2. Connect your mailbox to Helpdesk

You can connect as many mailboxes as you want to Helpdesk. To do that you need to go to Admin panelEmail settingsAdd\remove incoming email accounts. You need to know POP3 or IMAP server address as well as your login an password. You can even bind a mailbox to a category so that every new ticket created from that mail account will be created in that category.

In this case Helpdesk pools messages from your mailboxes every 5 minutes.

How it works

Helpdesk takes all messages from your connected mailboxes and either creates new ticket or adds message content as a reply to an existing ticket. It depends on a message subject line.

If the subject starts with something like #Ticket#12345:, then it means that this is a reply to an existing ticket with number 12345 and Helpdesk will add it to that ticket. If the subject doesn't contain #Ticket# string, Helpdesk will create a new ticket.

All imported email messages are deleted from your mailserver to prevent creation of duplicate tickets.

Troubleshooting
1. Helpdesk doesn't create tickets from email messages
In Admin panelEmail settings and check, if you have Enable automatic email checker and Accept emails from unregistered users. If they are enabled and you still don't see any tickets, go to Add\remove incoming email accounts and press test button, it may give you some clues.

2. I can't connect mailbox to Helpdesk because of an error
Please make sure that you have entered correct settings for your mail server. Try add it with "use SSL" turned on and make sure you are using the correct port.

3. Some emails are imported, while others are ignored
In Email settings check if you have Accept emails from unregistered users turned on.
Jitbit Helpdesk ticketing system - setting up email integration and solving common problems