Emails are the most widely used and an indispensable mode of communication for helping customers with their problems, in a helpdesk.  Support upped the ante with its unique functionality of converting emails into tickets when they're sent to your own support e-mail address. Thanks! to Mail forwarding in  Support.

When you sign up for  Support, you're provided with a default support email address . The "my company" part of the email address will be replaced with your portal name in  Support. This support email can be shared with your customers to receive e-mails which in turn will be created as tickets in  Support.

To view your default support e-mail address

1. Click Setup
2. In the Channels section, click Email
3. In the Support Email Address page, you can find the support email address mapped with the default department along with its Friendly Name
   

Forwarding Emails to Default Support Email

Now that you'd found your default support email, the next step will be setting up mail forwarding. If you already have, a support e-mail for your business (like support@zillum.com), you can forward emails received at that address to your default support email address here in  Support.

Adding Support Email Alias

While your default support email address is support@mycompany.support.com, you can create multiple aliases for varied situations. For example, you can create an alias like sales@mycompany.support.com to receive sales related emails from your customers as tickets in  Support.

You can even create a separate department for the sales function and map it with the sales alias to route tickets straight to your sales team.

To create an alias

1. Click Setup
2. In the Channels section, click Email
3. In the Support Email Address page, click Add Support Email
4. In the Add Support Email window, select a department (only when you've more than one) to associate the email alias with it
5. In the Support Email Address field, provide a name for the alias. For example, to create an alias like sales@mycompany.support.com, type sales
6. Provide a Friendly Name for the email alias
7. Click Save

Starting & Stopping Mail Fetch

You can always stop or start fetching emails for the support email aliases created in  Support.

To stop mail fetch for an alias

1. Go to Setup > Email > Support Email Address
2. In the Support Email Address page, click  available next to an email address
3. In the following window, click Ok to stop fetching emails for the support email address

To start mail fetch for an alias

1. Go to Setup > Email > Support Email Address
2. In the Support Email Address page, click  available next to an email address
3. In the following window, click Ok to start fetching emails for the support email address

Editing an Alias

You can edit an email alias and its properties.

To edit an alias

1. Go to Setup > Email > Support Email Address
2. In the Support Email Address page, click Edit
3. You can edit the friendly name for the alias or map it with a different department (if existing)
4. Click Save

Deleting an Alias

You can delete an email alias to stop receiving emails sent to it in  Support.

To delete an alias

• Go to Setup > Email > Support Email Address
• In the Support Email Address page, click Delete
• In the following window, click Ok to delete the support email address

Associating an Alias with a Department

If you'd created multiple support email aliases, you can map them with its appropriate departments in  Support. This, will help you track, manage and generate reports, for tickets received at those different email aliases.

To map an alias with a department

1. Click Setup
2. In the Channels section, click Email
3. In the Support Email Address page, click Edit next to an email alias
4. Select a department from the drop-down menu
5. Click Save

Adding Support Email Address as 'From' Address

 Support lets you reply tickets with another of your company's support email addresses listed as the sender, instead of your default 'from' address. To send ticket replies from a different support email address, you'll first need to add that address and authenticate it in  Support.

To add a support email address as 'from' address

1. Click Setup
2. In the Channels section, click Email and then click From Address
3. In the From Address page, click Add From Address
4. In the Add From Address pop-up, select a department (only when you've more than one) from the drop-down menu
5. In the From Address field, type the 'from' address that will be used while replying to tickets. 
6. Provide a Friendly Name for the address
7. Click Save 
   

Adding 'From' Address with your SMTP

While your 'From' email address is added in  Support, you can use your SMTP to reply emails on behalf of your own server.

To add a 'From' email address with your SMTP

1. Click Setup
2. In the Channels section, click Email and then click From Address
3. In the From Address page, click Add From Address
4. In the Add From Address pop-up, select a department and specify your 'from' email address and its friendly name
5. Now, check Use my SMTP option
6. Provide your SMTP Username and Password
7. Specify the connection type. You can choose between Plain, SSL and TLS
8. Provide your Server Name
9. Specify a Port for the server. You can choose between 25, 465 and 587
   
10. Click Save

Enabling and Disabling a 'From' Address

You can always disable or enable the 'from' addresses added in Support.

To disable a 'from' address

1. Go to Setup > Email > From Address
2. In the From Address page, click Disable available next to a 'from' address
3. In the following window, click Ok to confirm your action

To enable a 'from' address

1. Go to Setup > Email > From Address
2. In the From Address page, click Enable available next to a 'from' address
3. In the following window, click Ok to confirm your action

Editing a 'From' Address

You can edit a from address and its properties.

To edit a 'from' address

1. Go to Setup > Email > From Address
2. In the From Address page, click Edit
3. You can edit the friendly name of the 'from' email address or map it with a different department (if existing)
4. Click Save

Deleting a 'From' Address

You can delete an existing 'from' address to stop replying to support tickets using it.

To delete a 'from' address

• Go to Setup > Email > From Address
• In the From Address page, click Delete
• In the following window, click Ok to confirm your action

Once you're set up: replying ticket

To use your alternate 'from' addresses, click the From link in the reply editor when you're replying to or forwarding a ticket. After clicking From, you'll see a drop-down menu next to the support email address, where you can select the email address you'd just created.

Migrating from POP to Forwarding

Forward your incoming support emails straight from your mailbox into  Support. With the introduction of Mail Forwarding, you're required to migrate from the current POP fetch model to forwarding model. If you'd configured your support emails for POP fetch previously, follow the steps mentioned below to migrate them to the new forwarding model.