Incoming email configuration

This screen allows managing the email addresses used for automatic ticket receipt on the platform.

This setting defines the email addresses responsible for receiving replies related to existing tickets. Messages received at these emails are processed by the system and automatically associated with the originating ticket.

Figure 1: Incoming email configuration screen.

The initial screen displays the list of registered emails, organized into the following columns:

• Name;

• Email;

• Active;

• Action

  • Edit

  • Delete.

The deletion of information in the Ticket Settings fields, such as the incoming email, can affect other ticket functionalities, such as sending messages via inbox. Check more details by clicking here.

New Incoming Email

Figure 2: New email button.

Figure 3: Create incoming email configuration.

This screen allows you to register an incoming email responsible for receiving replies to existing tickets and automatically routing those interactions to the designated open tickets.

Additionally, you must provide the Configuration name, the incoming email, the redirect email and the outbound email, responsible for sending communications to the requester.

The fields for Organization, Project, Department, Service category and Service type define the association rules. Thus, all tickets that have these same registered details will be linked to this incoming email, ensuring that received replies are correctly identified and processed on the platform.

Edit Incoming Email

Figure 3: Edit incoming email screen.

All configuration fields are editable except the ID:

Configuration ID: Displays the configuration identifier, with an option to copy the value for internal reference.

All the others are:

• Name;

• Incoming email: Address responsible for receiving ticket replies;

• Redirect email: Defines the address used to forward received messages;

• Organization: Defines the organization to which the configuration is linked;

• Project: Defines the project associated with the configuration;

• Department: Defines the department responsible for the service;

• Service category: Defines the category used in ticket classification;

• Service type: Defines the service type applied to the ticket;

• Outgoing email: Defines the address used to send replies to users;

• Active: Controls whether the configuration will be enabled or inactive on the platform.