What is departmental email?
A departmental email account or mailbox, also known as a shared mailbox, is an email inbox that can be accessed by multiple people. These mailboxes provide a single point of public contact and allow multiple staff members in a unit to read and respond to emails.
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To configure your support system departments, navigate to Setup-> Support -> Departments and click New Department.
- Department name – Enter department name
- Hide from client? – Whether this department is hidden when customer is opening a ticket.
- Department email – Enter the department email
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Email to ticket configuration
- IMAP Username – Only fill this field if your IMAP server use a username to log in instead of an email address. Note that you will still need to add an email address.
- IMAP Host – Enter your IMAP server hostname
- Password – Your email account password
- Encryption – Choose IMAP connection encryption
- Folder – After you are certain your IMAP configuration is correct, click Retrieve folders to retrieve your IMAP account folders. 2Desk CRM will only import the emails that are received in the selected folder, usually you will want to use your mailbox INBOX folder.
- Delete mail after import? Whether you want the mail to be deleted after is imported as ticket.
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Click TEST IMAP CONNECTION to ensure that your IMAP configuration is properly configured and the email to ticket feature will work properly.