Customer Tickets

smcs

I am still new to this platform, can anyone tell me how a customer can send in help desk tickets to my IT Flow instance? I looked for documentation but was unable to fins any. I am used to a customer emailing something like help@xxx.com and a ticket automatically gets created on my board and the board emails me letting me know a ticket was created, does IT Flow do this?

johnny

hi @smcs

Yes ITFlow does do this, a couple of things:

Make sure: settings > Ticket > Email-to-ticket parsing is enabled
Make sure the mailbox in your case help@xxx.com is configured: settings > Mail > All the IMAP textboxes are filled out for that email account help@xxx.com
Make sure all Three Cron Scripts are setup
The person that needs to open up a ticket by sending an email to help@xxx.com, their email needs to match a contact under client contacts.

Go ahead and check all these and then let us know if its working or not, we will try to add documentation to this soon.

smcs

Perfect thank you so much! I will start checking pre reqs now.

smcs

Johnny, ran into some issues, I have always had it setup to send out invoices, etc without issue, but I went and added the IMAP settings and the tests failed, so I took them out but now it wont let me save and after that no email works. I went ahead and tested the same account settings in Outlook and they work fine. Have any ideas? When I do a test in or out the script just locks up now instead of saying failed. This also popped up in my webbrowser

Request Timeout

This request takes too long to process, it is timed out by the server. If it should not be timed out, please contact administrator of this web site to increase 'Connection Timeout'.

smcs

I think I got all that resolved, the test inside the script work and I can now send out email again. I have not tried inbound yet, but doing that now. It was odd, outbound was set to TLS which worked until I put inbound as SSL, then outbound would freeze up the script. I changed it to SSL, same as inbound and all worked.

smcs

Ok tested and verified outbound and inbound works, it created the ticket in the portal yay! Next question though, if I am not in the portal, how will I know a help desk ticket was created? Will the script email me and let me know or how does that work?

smcs

Also Johnny,

Can you tell me the below:

Make sure all Three Cron Scripts are setup (Can you send me these so I make sure I have them setup correctly)
The person that needs to open up a ticket by sending an email to [help@xxx.com](mailto:help@xxx.com), their email needs to match a contact under client contacts. (If they are not in the contacts what happens to the email?)

johnny

@smcs See here

https://docs.itflow.org/cron

2. They will be in your email inbox as un-flagged

smcs

Perfect ty!