Overview
Subscribers to the Service Desk's inbound email feature need to configure a mailbox on their mail server in order for Emersion to process the inbound emails.
Setting up an email mailbox on the server your organisation uses is outside the scope of Emersion's support. Please contact your email administrator if you need help to do this.
To see the main Service Desk module page, click here.
Supported Protocols
Emersion supports both POP & IMAP mail server protocols using the default ports. However we strongly recommend the use of the IMAP protocol given its increased flexibility. Your system administrator will advise which protocols are available to use.
Although most POP email apps have an setting to allow users to leave mail on server after downloading it, this is not the default setting. Unless manually configured otherwise, POP will typically:
Connect to the mail server
Download all email messages to the local PC or device
Mark them as new (unread) messages
Delete them from the server
Disconnect from the mail server.
POP3 does not support marking mail items as 'read'.
IMAP provides more features to typical mailbox operations. You will see these options come into play later on.
Once the mailbox set up, users can configure Emersion to integrate with the mailbox.
Using Gmail and Gmail for Business?
This article below is specifically for:
- subscribers of the Service Desk Module
- who are using the Inbound Mail and
- who will set up the physical mailboxes using GMail from Google,
Gmail and Gmail for Business subscribers need to be aware of an additional layer of security in Google's Gmail architecture. This security layer is designed to prevent authentication attempts from an client (mobile device, computer, tablet, etc) who has not already been authenticated and "Is known" by the mailbox account (and therefore safe). This includes any authentication requests by Emersion for the purposes of retrieving emails in order to create tickets.
Subscribers to Gmail will need to explicit permit Emersion to access the mailbox so we can retrieve email. This is a one-time set-up. Once Emersion is permitted access to the mailbox, users will not need to complete these steps again, unless access is revoked.
If your email administrator has issues when initially setting up your mailboxes in Emersion, they should complete the steps in the article below.