Email queues and how they work

Setting up email queues allows GFI HelpDesk to go out, check a specific email address for messages, and then pull those messages into your helpdesk.

Once email address queue is set up, any message sent to that address are converted into a ticket and added to GFI HelpDesk.

GFI HelpDesk staff can view and respond to the request just as any other ticket.

In addition, when a staff member replies to a ticket, the customers receives the reply in their email inbox and can continue to respond via email.

Understanding how email queues work

GFI HelpDesk uses email queues to fetch emails and convert them into tickets automatically. From admin console, go to Email Parser > Email queues to set your first queue. Once created emails sent to this queue are automatically fetched and converted to a ticket.

For any non-GFI HelpDesk email address you want to use, you can create additional email queues.

For example, you might want to set up several email queues for different addresses at your company domain, say, support@yourcompany.com, sales@yourcompany.com, and info@yourcompany.com.

Each email address gets its own queue in GFI HelpDesk, which uses one of three methods to connect to your account:

• POP3Post Office Protocol 3 - A protocol used by local email clients to retrieve emails from mailboxes over a TCP/IP connection. – If your email server supports POP3 access, you use this method by filling in your server credentials so GFI HelpDesk can check your mail server.
  Note:

  A server job is required for POP3 email fetching, and this needs to be set up as a cron job in Linux or tasks in windows. See Manually Scheduling a Server Task/Cron Job for GFIHelpdesk Download.

• IMAPInternet Message Access Protocol - One of the two most commonly used Internet standard protocols for e-mail retrieval, the other being POP3. – If your email server supports IMAP access, you can use this method by filling in your server credentials.
  Note:

  A server job is required for IMAP email fetching, and this needs to be set up as a cron job in Linux or tasks in windows. For more information, see Manually scheduling a server task/cron Job for GFIHelpdesk