<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}</style><p>Related Articles:</p><ul><li>Multi Factor Authentication and App Passwords</li><li>Agent email forwarding</li></ul>
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</style><p><span class="fr-video fr-fvc fr-dvb fr-draggable" contenteditable="false" draggable="true"><iframe width="640" height="360" src="https://www.youtube.com/embed/QXU_WPF7arQ?wmode=opaque" frameborder="0" allowfullscreen="" class="fr-draggable"><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span></iframe> </span></p><p><br></p><p>This guide will walk you through the basics of setting up a mailbox in your Service Desk. It is recommended to setup an azure mailbox, using the other guide provided:</p><p><strong>Azure Mail Link</strong> - <a href="https://usehalo.com/haloitsm/guides/2639/" rel="noopener noreferrer" target="_blank">Azure Mailbox Setup</a> </p><p><br></p><p><strong>Mailboxes</strong></p><p><br></p><p>Out of the box we create a test mailbox for you with an address such as <em>YourCompany@HaloServiceDesk.email</em>. This is where your customers can contact your agents directly and any emails received to this inbox will be created as tickets or will update existing tickets. This test mailbox will be removed once you become a live customer.</p><p><br></p><p><strong>Creating a New Mailbox</strong></p><p><br></p><p><strong><span style="color: rgb(184, 49, 47);">IMPORTANT:</span></strong> Adding a new mailbox has some important points to consider. If the inbox is not empty when you add the new mailbox, <strong>it will remove</strong> <strong>ALL emails from the inbox</strong> and turn them into tickets, deleting the emails in the process. Depending on your configuration, it may also send acknowledgement emails out of these tickets. For this reason it is recommended that you start with an <strong>empty mailbox</strong>. </p><p><br></p><p>Start by opening the configuration page by clicking the meshed gears at the bottom of the sidebar and head to email. Here you will see the complete list of customisation areas, for now head to the Email section and to Mailbox Setup, the upper leftmost option.</p><p> </p><table border="0" cellpadding="0" cellspacing="0" width="128"><tbody><tr height="20"><td height="20" style="width: 64px;"><img src="http://halo.haloservicedesk.com/api/attachment/image/e44f2415-82b4-462e-8d72-38af44d8464b" width="158" height="127" class="fr-fic fr-fil fr-dib"></td><td style="width: 64px;"><img src="http://halo.haloservicedesk.com/api/attachment/image/8446905e-50e0-498a-9468-1b03ca42dfc9" width="352" height="118" class="fr-fic fr-fil fr-dib"></td></tr></tbody></table><p><br></p><p>Here you see any existing mailboxes listed, to create a new one click "New" in the upper right of the inner window<strong>. </strong></p><p> </p><table border="0" cellpadding="0" cellspacing="0" style="margin-right: calc(0%); width: 100%;" width="128"><tbody><tr height="20"><td height="20" style="width: 64px;"><img src="http://halo.haloservicedesk.com/api/attachment/image/36719787-a655-478b-9303-407957f460f2" width="165" height="53" class="fr-fic fr-fil fr-dib"></td><td style="width: 64px;"> <em>Top Tip: Any new button mentioned in these guides will always look like this and be located in the top-rightmost corner of your active window.</em></td></tr></tbody></table><p><br></p><p>This takes you to a new mailbox setup screen, you can have as many mailboxes as you wish, there are a lot of settings you can customise for each one! First enter a name for your new mailbox; here we have used HaloGuides Support as the name for ours.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4ZTNmYzc3LWI4MGUtNGQ3OC1iMzIzLWM5MjhkMGU0ZTUyNiJ9.kNMfjdCuVGLmU5QKnSOyCDfsBFFv5EJzxgCI-Rkh7-s" class="fr-fic fr-fil fr-dib" width="422" height="547"></p><p><br></p><p>Next select a Connection Type. This is entirely dependent on the mail server you are using with common public mail servers providing support for most connection types. We will use IMAP here to configure ours on our Gmail account. We will go through the settings here item by item. </p><p> </p><p><strong>Incoming Configuration</strong></p><p> </p><table><tbody><tr><td rowspan="6"><br><br></td><td>This is the incoming page of the mailbox setup screen, we can define our mailbox connection settings so Halo Service Desk can import your incoming emails.<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxYzhhYTBlLTFiZmYtNDUzZC1iYmRlLWQ5OGMzZmRhZTIxZCJ9.ajz9rVx31UDt_bF0J9fz4_bTc2Ov7RubLd3Q78eWYFw" class="fr-fic fr-fil fr-dib" width="1079" style="width: 1079px; height: 926.603px;" height="926.603"><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUwNjUzYTUzLWE1MGEtNGM1Ni1iYjJkLWRkMjA1NWQ3YmIyOSJ9.xWOLfFk0FCvENqYaiBWqgVLDIde9P9D59mI7GEsbdTE" class="fr-fic fr-fil fr-dib" width="1077" style="width: 1077px; height: 138.495px;" height="138.495"></td></tr><tr><td><ul><li><strong>Email and Password:</strong> These two fields are the login details for the mailbox</li></ul></td></tr><tr><td><ul><li><strong>Server:</strong> This is the IMAP server which Halo Service Desk will contact. This is configured by your Mail Server. Here we are using imap.gmail.com </li></ul></td></tr><tr><td><ul><li><strong>Use TLS/SSL:</strong> We have enabled TLS as the Gmail IMAP server requires TLS Authentication</li></ul></td></tr><tr><td><ul><li><strong>Port:</strong> The port is configured by your mail server, 993 or 25 are often the defaults</li></ul></td></tr><tr><td><ul><li><strong>Override default site/user:</strong> This provides an option to have a default Site / User for new tickets coming into this specific mailbox. This will override the system-wide default. Common uses consist of having seperate mailboxes for different teams who deal with certain types of customer.</li></ul></td></tr></tbody></table><p><br></p><p>At this point, it's worth noting that all emails within the Inbox of the mailbox that you configure here will be created as tickets, not just new emails. If you don't want existing emails to be created as tickets then it's recommended you move them to another folder within that mailbox (or even a subfolder within the Inbox). If using Gmail with IMAP however, we recommend starting a new mailbox or removing all mail from the mailbox including folders such as 'Sent Items'. It's otherwise possible that all mail will be added as a ticket in this case.</p><p><br></p><p><strong>Outgoing Configuration</strong></p><p><br></p><p>Next at outgoing email configuration, navigate over to the outgoing tab at the top of settings list. Here we see a similar range of settings related to how Halo Service Desk will send email to your customers. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIzOGFmZmM2LWVkNmEtNDM4YS1hMjQyLWMzYjRjMWM0MWJhNCJ9.EUYoUeKhH4iNDEGzGkvOtuLJY7EZhXiDjnDVeDg2QM8" class="fr-fic fr-fil fr-dib" width="1093" style="width: 1093px; height: 598.755px;" height="598.755"></p><p><br></p><table><tbody><tr><td style="width: 100%;">This page, much like the previous, asks you to input the SMTP credentials for your address on your mail server. This is the set of instructions that tells the server who is sending and how the mail will get sent. </td></tr><tr><td style="width: 100%;"><ul><li>The SMTP Server Address is set by your mail server, often this will be of the form <strong><a href="https://smtp.mailserver.com/" target="_blank">SMTP.mailserver.com</a> </strong>and are unique to each server. </li></ul></td></tr><tr><td style="width: 100%;"><ul><li>The From/Reply Address is the address you wish to send from, here we have our Gmail account</li></ul></td></tr><tr><td style="width: 100%;"><ul><li>The Display Name is the Name which will appear as the "<em>From: Display Name <email@address.mail> </em>" on emails sent form Halo Service Desk</li></ul></td></tr><tr><td style="width: 100%;"><ul><li>Username and Password are the login credentials (if required) for the mailbox</li></ul></td></tr><tr><td style="width: 100%;"><ul><li>As before TLS denotes the security protocol, Gmail requires we use this so we check the box</li></ul></td></tr><tr><td style="width: 100%;"><ul><li>The port is configured by your mail server, 587 is often the default for a secure connection and 465 for an unsecured connection</li></ul></td></tr></tbody></table><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyNWYxYTY2LWZhNzktNGE5ZC1iZjhjLWMyNmE3N2EzODBkYyJ9.oqvEFGLNFes895mgmtd4WeEw0O0S5LRgX0EPtFrKPzA" class="fr-fic fr-fil fr-dib" width="1288" style="width: 1288px; height: 649.129px;" height="649.129"></p><table class="grid" style="width: 100%;"><tbody><tr><td style="width: 20.4307%;"><strong>Message Group</strong><br></td><td style="width: 79.4959%;">This can be used to decide which message group to use.</td></tr><tr><td style="width: 20.4307%;"><strong>Sending Restrictions</strong><br></td><td style="width: 79.4959%;">You can decide to set the agents who can send from this mailbox, a team or department can be chosen.</td></tr><tr><td style="width: 20.4307%;"><strong>Show in "From Address"</strong><br></td><td style="width: 79.4959%;">When unchecked, this will stop the mailbox being available to manually be selected when sending Emails via actions, it will not show if you try to search for it when sending an email from the action. The mailbox can still be used to send Emails in other ways, such as automatic emails or actions where the From Address is already set to the mailbox.<br></td></tr><tr><td style="width: 20.4307%;"><strong>Email Signature Overrides</strong><br></td><td style="width: 79.4959%;">This is a list of Agents who have a Signature override for that particular mailbox. This is relevant when Agents need different signatures depending on where it is they are mailing from. For example a Support Mailbox may require a different manner or Signature to an Accounts Mailbox. The signature specific to the mailbox will be customisable when adding agents to the table.<br></td></tr></tbody></table><p><br></p><p>Click "Save" and you're done. </p>
