Creating Tickets From Email FAQs
- Can we create tickets from emails? Is email round-trip possible?
Yes. All paying plans have this feature. Users can create a ticket by email and reply to a ticket comment from email as well. The site owner can configure this in the helpdesk settings screen. - How do I setup the email-to-ticket creation feature?
You can turn this feature on and off from the helpdesk settings or the ticket queue page. When turning it on you will be able to choose the ticket queue that receives the emails and assign them an email address of your choice. - What email address is used to create tickets? Can I use multiple email addresses?
Each queue can have an email address so you can 'email to a queue'! You can choose any email address you wish by editing the queue. - What about users that are not registered with my site?
If "Guest Requests" setting is enabled in your Helpdesk settings, then a guest request will be created which means that a technician will need to approve the ticket and the user account creation. However if Guest Requests are not enabled, the user will immediately receive a rejection letter informing them that the feature is disabled. - I would like to use support@myco.com instead of support@myco.mojohelpdesk.com, is it possible?
- The Enterprise plan allows the use of site domain name of your choice (like helpdesk.myco.com or www.techsupport4myco.com), so you can have it your way (like support@helpdesk.myco.com).
- IF you don't have the Enterprise plan then you will need to create a email forward rule in your mail server to map support@yourco.com to forward all mails to support@yourco.mojohelpdesk.com.
- Why emails sent to the help desk are not appearing as new tickets?
Emails sent to the helpdesk should appear as unassigned tickets in the help desk. If they don't, check the following:
- In manage > configure emails, make sure Email handling is enabled.
- If you want unregistered users to be able to create a ticket from email as well go to manage > helpdesk settings and enable this option.
Remember that new users will have to confirm their requests before they appear as tickets.
- To see pending requests go to unassigned tab > guest requests.
