Email Gateways

Help Desk MX can fetch emails from your email account and convert them to tickets. To enable this feature you have to connect your email account with Help Desk.

Go to the Help Desk > Dictionaries > Gateways backend page. Press button Add New Gateway. You'll see following settings:

  • Title - the internal title of the gateway. You can use any phrase.
  • Email - the email address of your mail box
  • Login - the login to your mail box
  • Password - the password to your mail box
  • Is Active - ability to activate/diactivate this gateway
  • Host - the hostname of your mail server
  • Protocol - the protocol used by your mail server (IMAP or POP3)
  • Encryption - the encryption method used by your mail server
  • Port - the port used by your mail server
  • Fetch Frequency (minutes) - how often help desk should fetch new emails from the mail box
  • Fetch Max - maximum number of fetched emails per one connection to the mail server
  • Notes - any additional notes

Our extension supports the following types of encryption:

  • SSL - Secure Sockets Layer, used in most public mail servers, like GMail.
  • TLS - Transport Layer Security, used in private mail servers. Our extension supports both TLS with and without certificate validation.

For example, if you would like to use your email account on Gmail, you should enter following settings:

  • Title - Gmail gateway
  • Email - your_email@gmail.com
  • Login - your_email@gmail.com
  • Password - the password to your Gmail account
  • Is Active - Yes
  • Host - imap.gmail.com
  • Protocol - IMAP
  • Encription - SSL
  • Port - 993

Also please, check that you have enabled IMAP in your Gmail Account https://support.google.com/mail/troubleshooter/1668960?hl=en#ts=1665018

If you would like to use your email account on Outlook.com, you should enter following settings:

  • Title - Outlook gateway
  • Email - your_email@outlook.com
  • Login - your_email@outlook.com
  • Password - the password to your Outlook account
  • Is Active - Yes
  • Host - imap-mail.outlook.com
  • Protocol - IMAP
  • Encryption - SSL
  • Port - 993
Help Desk MX