SMTP/IMAP Configuration

For sending or transfer emails through your support email id and fetch emails over Helpdesk, you have to set mailer SMTP and IMAP.

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.

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

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

Mailbox Configuration

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

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

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

• 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.

 

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.

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 have enabled the 2 step verification.

First sign in to the Gmail account in a browser on the device then, need to ensure that you have enabled IMAP status and also make sure the 2-step verification should be ON and have already done the continue step to allow access to your Google account.

To get know how you can enable the 2-step verification, follow the below-mentioned steps:

1. Open google settings click on the manage your google account option and click on the security option:

2. Now, Enable 2 steps verification:

3. Create an app password :

4. Now, click on the select app & choose the other option in the dropdown: 

5. Once your password has been generated, follow the steps mentioned below:

6. Now, you can use this code or password in place of a password in the swift mailer & mailbox settings.

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.