Helpdesk Email Settings

Email notification settings

• Email notifications enabled - when this option is on, Jitbit HelpDesk will notify users when their tickets are updated, notify the help-desk team of the new tickets and new updates on the existing tickets.
• "Reply-to" address for notifications - all emails sent by the application will have this reply-to address. It is strongly recommended to set this address to the one that the imcoming-email-checker checks. So your users replies would go back to the helpdesk.
• Notify technicians of new tickets - when this one is ON, the technicians who have permissions to handle tickets in a category, will get a notification on every new ticket.
• "From" email-address - the email notifications will be sent from this address.
• SMTP server address - Jitbit HelpDesk uses standard SMTP protocol to send messages. Specify your SMTP-server address.
• SMTP server port - Specify your SMTP-server port.
• SMTP server requires authentication - if your SMTP-server requires authentication, turn this option on and specify username/password for your SMTP-server.
• Use SSL to connect to the SMTP server - if a server requires a secure connection

Email templates

• Email Template - editing the email notification template. Possible substitution-masks:
  • #What_Happened# - is replaced with the main notification text. i.g. "The ticket has been closed" or "The ticket has been updated - [reply text]" etc. etc.
  • #What_Happened_Short# - Same as #What_Happened#, but truncated to 100 symbols.
  • #Category# - is replaced with the ticket category
  • #Subject# - is replaced with the ticket subject
  • #From# - who has submitted the ticket
  • #Originator# - person that performed the action (added a comment or closed the ticket etc.)
  • #Priority# - ticket priority
  • #Status# - ticket status
  • #Body# - ticket body
  • #URL# - is replaced with a link to the ticket
  • #Recipients# - is replaced with recipients list for the ticket
  • #Recent_messages# - recent entries from the ticket log
  • #Most_recent_message# - the one most recent entry from the ticket log (latest reply)
  • #Custom_Fields# - custom field for the ticket
  • #Company# - name of the ticket originator's company
  • #Attachments# - outputs a list of all ticket attachements with download links
  • #TicketID# - outputs the ticket's unique ID-number in the helpdesk system
  • #Technician# - the agent assigned to the ticket ("technician")

  For the "welcome email" you can use these masks:

  • #username
  • #password
  • #URL
  • Other masks are not supported for this type of email

  Email-template supports BBCode, supported BBCode-tags are:

  • [url=link] - link
  • [color=#000000] - text color
  • [size=2] - text size
  • [font=Arial] - text font
  • [b] - bold
  • [i] - italic
  • [u] - underline
  • [table] - table, [tr] and [td] tags are also supported
  • [code] - <code> html tag
  • [img=imageUrl] - image
  • [ul] - bulleted list
  • [ol] - numbered list
  • [li] - list item

Incoming Email handler settings

The incoming mail handler periodicaly checks given mailboxes every 1-5 minites and generates tickets from incoming emails. The emails are then removed from the mailserver.

• Accept emails from unregistered users - allows HelpDesk to generate new tickets from unknown emails. In this case a new user with a newly generated stron gpassword will be added to the db. If this option is OFF, HelpDesk will try to find an email among the list of registered users. If it fails - nothing happens.
• New tickets go the default category - default category for new tickets, generated from emails

The incoming email module works like this:

• The helpdesk software periodically checks a given mail account(s). The "hosted" version also improts email from the default support mailbox we provided you with.
• When an email is detected - it adds a ticket to the helpdesk (or adds a comment to an existing ticket) and removes the message from the server
• NOTE 1 If there's been 5 (five) errors in a row connecting to the server, helpdesk increases the interval by doubling it
• NOTE 2 If one or more CC addresses are found in the incoming email, the CC-users are added to a newly created tickets (this works for NEW messages, not emails ot existing tickets)
• NOTE 3 You can forward email to your support address, and the helpdesk app will try to extract the forwarded message and create a ticket on-behalf the original sender. Note, that in order to be recognized as a "forwarded" email - the message should start with "fw:" or "fwd:" and the sender (forwarder) should be a "technician" in the helpdesk app.

Email API

You can send instructions to the help desk by including specific text in your email subject.

• Your reply will be marked "for techs only" if you add "#tech#" to the subject line.
• You can close a ticket if you add "#close#" to the subject line
• You can "unsubscribe" from a ticket if you add "#unsubscribe#" or "#unsub#" to the subject line

Email-forwarding

You can forward any email to your support mailbox and Helpdesk will try to extract the original sender and create a ticket on his behalf. This is very useful when someone sends an email to your personal mailbox, instead of the support address.

Make sure that:

• Your email (the one that will send the forward) is registered in the helpdesk app and its user-account is assigned the "technician" role
• The email has a "Fwd:" or "Fw:" in the subject line, so the app detect a forward and tries to extract the original sender.

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