Help Desk MX
v1.2.44

Email Gateways

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

All Gateways have their Grid, at Customers -> Help Desk MX -> Gateways, where you can create, edit and remove Gateways.

Creating New Gateway

Go to the Customers -> Help Desk MX -> Gateways backend page. Press the button Add New and fill in the following properties:

  • Title - the internal title of the gateway. You can use any phrase.
  • Email - the email address of your mailbox
  • Login - the login to your mailbox
  • Password - the password to your mailbox. If you have set a two-step authentication, you need to generate a special password to apply and use instead of your regular one. Here is how it can be done for GMail.
  • Is Active - whether Gateway is active. Our cron task fetches emails via a registered mailbox only when it is activated here.
  • Host - the hostname of your mail server
  • Folder - is a special field which forces Help Desk MX to fetch emails only from a specific folder inside the mailbox. Typically this option is used when the Help Desk shares a mailbox with some other service or extension.
  • 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 the help desk should fetch new emails from your mailbox
  • Fetch Max - the maximum number of fetched emails per one connection to your email server
  • Fetch Only X Last Emails - can be useful for some mailboxes. Leave empty to disable this feature.
  • Remove emails after fetching - makes our extension remove emails after fetching them.
  • Auto-assign tickets to Store View - allows you to automatically set a storeview for tickets created from emails on this Gateway. It is extremely useful for multi-stores and separating staff duties.
  • Auto-assign tickets to department - allows you to automatically set tickets created for the Department from emails on this Gateway. It is extremely useful in separating staff duties.
  • 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 or without certificate validation.

  • Example of connecting Gateway to Gmail

    You will need the following setup to connect to the Gmail mailbox.

    • Title: Gmail gateway (in fact, there can be any logical name)
    • Email: [email protected]
    • Login: [email protected]
    • Password: the password to your Gmail account
    • Is Active: Yes
    • Host: imap.gmail.com
    • Protocol: IMAP
    • Encryption: SSL
    • Port: 993

    Note

    Before connecting to Gmail, make sure that you have enabled IMAP access.

    If you use the Two-Step Authentication, you will need to create a special Password for Application and provide it at Password property instead of a regular one.

     

  • Example of connecting Gateway to Outlook/Exchange server

    You will need the following setup to connect to the Outlook/Exchange mailbox:

    • Title: Outlook gateway
    • Email: [email protected]
    • Login: [email protected]
    • Password: the password to your Outlook account
    • Is Active: Yes
    • Host: imap-mail.outlook.com
    • Protocol: IMAP
    • Encryption: SSL
    • Port: 993

     

Checking Gateway Mailbox

You can check Gateway's current status by pressing the Debug button at the top menu ribbon.

This button will start our special script, to connect to your mailbox using the provided credentials, and display the following data:

  • Number of emails in your mailbox
  • Subjects of last 10 emails and their status (read/unread).

The debug page is used to troubleshoot fetching issues. Read more here.