66K Views

How to Setup Mailbox : UVdesk Open Source Helpdesk

Hopefully you have installed UVdesk opensource helpdesk project. Now in this read you will learn about mailbox configuration process that forward all incoming emails to dashboard as a ticket.

What is Mailbox?

Mailbox allows all the e-mails sent to your specified e-mail address to be automatically imported as the support ticket in your helpdesk system. Now the owner or the agent can manage inquiries in a much better way using helpdesk features and tools.

Here i am drafting out few configuration steps to automatically convert your emails into the support ticket in the UVdesk.

Video Tutorial

Swift Mailer Configuration

Step 1– When you will go to the dashboard, you will see “Swift Mailer” icon under setting section.

Swift Mailer UVdesk Helpdesk

Step 2 – Now, just click on “Swift Mailer” and hit on “Create Configuration” button.

Swiftmailer Configuration

Step 3 – Need to fill out all below details and proceed with by clicking “save changes” button.

  • Swift Mailer Id: Enter mailer Id name which will further use while creating mailbox.
  • Transport Type: Name of transport method used to deliver email e.g, SMTP (for Yahoo)
  • Enable Delivery: Click on check box to enable swift mailer.
  • Server: SMTP server used for outgoing mails e.g, smtp.mail.yahoo.com (for Yahoo)
  • Email: Here you need to enter your support email Id which you want to configure with UVdesk.
  • Password: Enter the password for same email Id which you have entered.
  • Port: The SMTP port of your server e.g, 465 (for Yahoo)
  • Encryption Mode: Select encryption mode as SSL, TLS or None as required from the drop down as required.
  • Authentication Mode: Select authentication mode as Login, Plain or Cram-MD5 from the drop down.
  • Sender Address:  All email will be delivered with this address as the “return path” address, which is where bounced email should go.
  • Delivery Address:All email messages will be sent to this address instead of being sent to their actual recipients

Swift mailer update configuration

Mailbox Configuration

Step 1 – Next step is to click on “Mailbox” option under settings.

UVdesk mailbox

Step 2 – Now, just click on “New Mailox” button.

New mailbox

Step 3 – Need to fill out all below details and proceed with by clicking “Proceed” button.

IMiAP Configuration

  • Id: Enter the name of mailbox
  • Name: Enter the Correspondents or Sender name

Incoming Mail (IMAP) Server

  • Transport: Select transport as Gmail, Yahoo or IMAP
  • Host: Every email service has unique IMAP HOST like Gmail – {imap.gmail.com:993/imap/ssl}INBOX, Yahoo – {imap.mail.yahoo.com:993/imap/ssl}INBOX
  • Email: Put email address of IMAP(incoming mail server)
  • Password: Enter password of given email.

Outgoing Mail (SMTP) Server

  • Swift Mailer ID: Select created swiftmailer id from the drop down

Email Settings

Email settings is use to send the reply from ticket panel to the customer email id hence this setting is mandatory. To do this, directly go to email settings by navigating through  Settings-> Email Settings 

Now fill the required details Email Id, Name, Swiftmailer id and Proceed.

  • Email Id: This email address sends ticket reply to your customer email id.
  • Name: Enter any name for identification.
  • Swiftmailer Id: Select switfmailer id from the drop down.


Email settings

 

Note: Now, need to edit few changes in code, navigate through config->packages->uvdesk.yaml  and find site_url, enter the localhost or domain path till public, make sure you have removed http://

For example: localhost/folder_name/public

Run Cron Job

Run below refresh command through terminal into project root directory to fetch emails as a tickets.

php bin/console uvdesk:refresh-mailbox email-address@example.com

Run Cron Job

Schedule Cron Job that needs to be executed repeatedly (e.g., hourly, daily, or weekly), you can use the crontabcommand. for more details refer to this guide.

Common Issues:

If you are getting the error “Can not authenticate to IMAP server: [ALERT]

Make sure you’re not using 2 step verification.

First sign in into the Gmail account in a browser on the device then, need to ensure you have enabled IMAP status and Allow less secure apps should be ON and have already done the continue step to allow access to your Google account.

Here we have done all the settings of mailbox configuration, now you can able to send and receive emails over the ticket panel.

If you’re not using Gmail, and would like to know the mailbox configuration with Outlook, refer this comprehensive user guide – Office 365 Outlook Mailbox Configuration In UVdesk Open Source Helpdesk

Support

That’s all for Mailbox Configuration. For any doubts or suggestions regarding the extension get back to us at support@uvdesk.com or raise a ticket at our Helpdesk system.

Category(s) UVdesk
. . .

Comments (14)

Add Your Comment

  • Rakesh kumar
    I have setup the mailbox according to steps mentioned above, when in console I am executing command to refresh mailbox its working fine and showing that
    “mailbox refreshed successfully” but I am not getting any ticket or email in system.
    can you please help me out for this.
    Thank you !!!
    • Himani Gupta
      Hello Rakesh Kumar,
      Thanks for using and showing an interest in Open Source Helpdesk.
      Behind this cause there might two below issues:
      First – Make sure you’ve enabled less secure apps.
      Second – Cross check Site-URL in uvdesk.yaml file under config->>packages in route directory.
      Still, you have further issue feel free to reach out us at support@uvdesk.com
      Thanks & Regards
      UVdesk Team
      • tim
        how do you do this : ” Make sure you’ve enabled less secure apps.”
  • Rob Pearce
    Solution:

    Attempted to call function “imap_open” from namespace “Webkul\UVDesk\MailboxBundle\Console”.

    We found a solution:

     I cant explain how this fixes the problem but it did seem to.

    despite PHP reporting that imap extension is installed and me confirming it works by running a test script in the browser it wasnt working on the command line. So,basically reinstalled imap and dependancy php-curl (See below the steps for Linux but i would imagine the same principle should work for Windows. The odd thing is those extensions were installed – so maybe it was an update that was required. my guess is the browser may be running php 7.3 (IMAP works for the browser) but the command line is using php 7.4 which didnt have imap and curl extensions installed. I ended up with two versions of php quite by accident – i dont know how 7.4 got on my server

    sudo apt install php-imap
    463 sudo phpenmod imap
    464 sudo apt update
    465 sudo apt
    467 sudo apt upgrade -y
    468 sudo reboot
    469 sudo apt update
    470 sudo apt upgrade
    471 sudo apt autoremove
    472 sudo reboot
    477 sudo add-apt-repository ppa:ondrej/php
    478 sudo apt-get update
    479 sudo apt-get install php-curl

    • Himani Gupta
      Hello Rob Pearce,
      Glad to know that your issue has been resolved.
      Keep stay & deliver better customer support with UVdesk open source Helpdesk.
      Thanks & Regards
      UVdesk Team
  • Eshwar Bachu
    I have setup the email according to these steps and i am still not getting any ticket created in the system even though it is saying mailbox refreshed successfully.

    I am trying to setup with an on-premise exchange installation. Earlier, I was not able to get the mailbox to refresh and we had to update the username in uvdesk_mailbox to omit the domain, i.e. set the username to helpdesk instead of helpdesk@mail.test.com. After making this change, the mailbox is showing as refreshed but no tickets are created

    I have checked the logs and I see that the calls to ….mailbox/listener is returning a 200 code for each email.

    Your assistance is appreciated

    • Himani Gupta
      Hello Eshwar Bachu,
      Nice day to you!!
      Kindly locate config->packages->uvdesk.yaml and check site_url. If it set to default then make it for your domain.
      Still, you will not able to fetch the ticket, raise the ticket with us at support@uvdesk.com
      Our dedicated will resolve your issue shortly.
      Kind Respects
      UVdesk Team
  • Marian
    We’re using GMAIL, we setup the mailbox, the cron returns the following, but there are NO tickets created (yes, we cleared cache and yes, we turned on “allow access to less secure apps” in GMAIL):

    1. Processing uvdesk mailbox configuration.

    2. Opening imap stream…

    3. IMAP stream opened.

    4. Fetching Email collection since 22 July 2020.

    5. Total fetched email -> 5

    6. Starting to convert Emails into Tickets ->
    =============================================
    =============================================

    Converting email 1 out of 5.

    Converting email 2 out of 5.

    Converting email 3 out of 5.

    Converting email 4 out of 5.

    Converting email 5 out of 5.

    Mailbox refreshed successfully !!!

    • Himani Gupta
      Hello,
      Nice day to you!!
      Did you check the Site_URL under config->packages->uvdesk.yaml file? Kindly cross check first and make it for your domain.
      If still, it will not work then raise a ticket by using our ticketing panel – here.
      Kind Respects
      UVdesk Team
  • Rijo
    I did as you said but,
    i get this..
    1. Processing uvdesk mailbox configuration.

    Mailbox for email uvdesk@domain.in not found.

    • Himani Gupta
      Hello Rijo,
      Thank you for your comment!!
      It seems swift mailer with this email id – uvdesk@domain.in is not configured properly. Kindly setup the mailbox again and try to refresh the mailbox using referred command.
      Kind Respects
      UVdesk Team
  • css.php