Setting Up Email Monitoring

The Service Desk tool has an 'Email Monitoring' function that can automatically create tickets by reading an email inbox and turning an email into a ticket.

Important: Only 'unread' emails are monitored and get generated into tickets. This means that, if an email has been 'read' directly in the client (e.g. Outlook, Gmail etc.), they will be ignored.

To set Email Monitoring up, please follow these instructions:

1. Go to Operations → Service Desk

2. Click on the Categories button

3. Edit the Category you would like to set up 'Email Monitoring' up for

4. Scroll down to the 'Email Monitoring' option and tick the box to enable email monitoring 

5. After you check this option, some additional fields/settings will appear - they are as follows:

• Account Type: IMAP or POP3
• Email Host: Your mail server's incoming address (e.g. mail.yourdomain.com)

Note: If you are using a cloud-based solution for your mail server (e.g. Office 365), then the 'Email Host' will need to be configured to point there (e.g. outlook.office365.com) as opposed to mail.yourdomain.com.

Basic authentication is used to access the email inbox you are monitoring. As of October 2022 Microsoft has started to disable basic authentication by default for all tenants and if you are using Microsoft based hosting (e.g. outlook.office365.com) you can set up a redirect to an alternative email host/service that will allow basic authentication.

Alternatively, we offer email hosting through AWS WorkMail free of charge, to be used as the host address for the 'email monitoring' function. If you would like more information on this, please contact our Support Team at wmsupport@franconnect.com.

• Email Port: This is dependent on what 'Account Type' you choose (above), as well as what type of security it uses (if any)
• Email Address: The email address you want to monitor for ticket generation (e.g. support@yourdomain.com)
• Email Username: This is typically also the email address (as above) or, it could be your domain username (e.g. yourdomain\username)

Note: If you would like to read a non-primary inbox, which your account has access to you can do this by adding a slash '/' next to the username and then entering the address for the inbox to read (e.g. username@yourdomain.com/inbox@yourdomain.com)

• Email Password: The password for the 'Email Address' you choose (above)
• Use SSL: Only check this is your mail server's connection uses Secure Sockets Layer (SSL)

Tip: Please consult your IT department if you are unsure about any of these settings.

6. Once you have entered all of the email settings, click on the Test Connection button. If the settings are correct, you should receive the following message (as below)

Attention: If you receive an error message, it means some (or all) of the details you entered are incorrect. There are various error messages that can appear, so please double-check all of your settings and/or consult your IT department to ensure they are correct.

7. If the email settings are correct and the connection has successfully passed, scroll down and click the Update button

Note: Email Monitoring is not a global setting and needs to be set up per category. So please repeat the above steps for multiple categories.

Below is a table outlining the default settings for the 'Email Monitoring' functionality.

Note: These default settings have been set to the most optimal settings. However, they can be changed if required. If you would like to change any of these settings, please contact wmsupport@franconnect.com.