Overview
The email parser system of Kayako helpdesk handles all incoming e-mail correspondence. The mail system is built on e-mail queues. An e-mail queue is an entry in the mail parser involving an e-mail address. Setting up email queues allows Kayako Classic to go out, check a specific email address for messages, and then pull those messages into your helpdesk.
Once you have set up a queue for an email address, any message sent to that address will be converted into a ticket and added to Kayako Classic. This article provides information on how to configure an email queue.
Information
For every e-mail address you want to have mail delivered to Kayako required to be inserted in the support desk as an email queue. An e-mail queue has properties such as a fetch type (piped e-mail or automatic POP3/IMAP collection), auto-responder settings, registration requirement settings, etc.
Forwarding email from your third party email server needs to be done separately. To set up email forwarding for your email queue, visit the Setting up Email Forwarding for Email Queues article.
Prerequisites
- Administrator access with an "update and insert email queue" permission.
- Email server credentials for IMAP and POP3 set up.
Solution
To add and configure the email queue, follow the steps below:
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Log into the Admin control panel.
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Click Email Parser , then click Email Queues.
- Click the +New button in the upper-right.
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In the Email Queue Address text box, enter the email address for which you’d like to create a queue.
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The Queue Type field is set to Tickets, by default, so you can leave that.
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From the Mailbox Type menu, select which method Kayako Classic should use to capture email messages.
NOTE: For POP3 and IMAP queues, you'll need to have your email server credentials ready to enter.
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If you selected IMAP or POP3, you need to configure the settings to go to the POP3/IMAP tab.
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At this point, you'll test that Kayako Classic can connect to the account you specified. Click the Verify Connection button at the top of the screen.
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Once the verification is complete, it’s time to configure the tickets that will be created from this email queue. Back on the main screen, click the Next button to proceed to the Ticket Options tab.
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On the Ticket Options tab, you'll need to tell Kayako Classic how to handle the tickets created from this email queue. Your main options are:
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Department - Select a Department to which the ticket will be automatically assigned.
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Type - Select a default ticket type for the messages that come in through this email queue. For the sales@yourcompany.com example, you’d probably choose ‘Lead’ here.
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Status - Select a default status for the tickets.
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Priority - Select the priority these tickets should be assigned when they come in.
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When you’re done configuring the tickets, it’s time to put the email queue into action. Click the Insert button at the top of the screen.
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You’ll be taken back to the Email Queues screen, where you can find your queue in the list. You should see a success message with the details of your new queue:
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Repeat the process above to create additional email queues.