Out of the box we create a test mailbox for you with an address such as YourCompany@HaloServiceDesk.email. This is where your customers can contact your agents directly and any emails received to this inbox will be created as tickets or will update existing tickets. This test mailbox will be removed once you become a live customer.
Creating a New Mailbox
IMPORTANT: Adding a new mailbox will remove ALL emails from the inbox and turn them into tickets, deleting the emails in the process. Depending on your configuration, it may also send acknowledgement emails out of these tickets. For this reason it is recommended that you start with an empty mailbox.
Start by opening the configuration page by clicking the meshed gears at the bottom of the sidebar and head to email. Here you will see the complete list of customisation areas, for now head to the Email section and to Mailbox Setup, the upper leftmost option.
Here you see any existing mailboxes listed, to create a new one click "New" in the upper right of the inner window.
Top Tip: Any new button mentioned in these guides will always look like this and be located in the top-rightmost corner of your active window.
This takes you to a new mailbox setup screen, you can have as many mailboxes as you wish, there are a lot of settings you can customise for each one! First enter a name for your new mailbox; here we have used HaloGuides Support as the name for ours.
Next select a Connection Type. This is entirely dependent on the mail server you are using with common public mail servers providing support for most connection types. We will use IMAP here to configure ours on our Gmail account. We will go through the settings here item by item.
This is the incoming page of the mailbox setup screen, we can define our mailbox connection settings so Halo Service Desk can import your incoming emails.
These two fields are the login details for the mailbox
This is the IMAP server which Halo Service Desk will contact. This is configured by your Mail Server. Here we are using imap.gmail.com
We have enabled TLS as the Gmail IMAP server requires TLS Authentication
The port is configured by your mail server, 993 or 25 are often the defaults
We recommend checking this option so emails are moved from the inbox when processed
These settings speak for themselves, we can always change these later
At this point, it's worth noting that all emails within the Inbox of the mailbox that you configure here will be created as tickets, not just new emails. If you don't want existing emails to be created as tickets then it's recommended you move them to another folder within that mailbox (or even a subfolder within the Inbox). If using Gmail with IMAP however, we recommend starting a new mailbox or removing all mail from the mailbox including folders such as 'Sent Items'. It's otherwise possible that all mails will be added as tickets in this case.
Next at outgoing email configuration, navigate over to the outgoing tab at the top of settings list. Here we see a similar range of settings related to how Halo Service Desk will send email to your customers.
This page, much like the previous, asks you to input the SMTP credentials for your address on your mail server. This is the set of instructions that tells the server who is sending and how the mail will get sent.
The SMTP Server Address is set by your mail server, often this will be of the form SMTP.mailserver.comand are unique to each server.
The From/Reply Address is the address you wish to send from, here we have our Gmail account
The Display Name is the Name which will appear as the " From: Display Name <firstname.lastname@example.org> " on emails sent form Halo Service Desk
Username and Password are the login credentials (if required) for the mailbox
As before TLS denotes the security protocol, Gmail requires we use this so we check the box
The port is configured by your mail server, 587 is often the default for a secure connection and 465 for an unsecured connection