Overview

Service Desk Inbound Email is an optional extension to the Service Desk module. It provides the ability for service providers to:

  • create new service desk requests via email
  • have a 'catch-all' area where any email that can't be matched back to an existing contact in Cumulus will be parked so it can be managed.

This extension handles inbound email only.  Outbound email notifications is a separate module.

To see the main Service Desk module page, click here.



Licensing

This feature is available to subscribers of the following:  

  • Emersion Core
  • Optional Modules
  • Upon Request (please contact your Account Manager)

Acceptance Test

What is this?

Acceptance Testing: Service Desk Inbound Email


Prerequisites

Before attempting to use this feature, users should:

  • Configure a mailbox on your mail server to receive the emails


Dependencies

In order to use this module, service providers must have:


Things to Know

How To's

Event

The event below sends a response back to the end user when a ticket is raised,


Access Control

Module permissions and powers are used to control access to modules, Powers are used to control access to features of a module, functions, and page sections.

If you are unable to access a given feature and you have checked the permissions and powers, please contact Emersion.


Module Permissions

Module PermissionDescription
Service Desk Ticketing - Mailbox ManagementWill grant access to Service Desk > Manage Mailboxes



Powers

PowerDescription
Service DeskParent group for service desk powers (enable this to enable all powers)
Manage mailboxesManage mailboxes that tickets are created from



Additional Feature Extensions

  • Service Desk Request Auto Responder
    Automatically notifies your customers that a service request email has been received. This event will allow you configure a message template.


Feature Events

No events are included with this feature.

Feature Reports

No reports are included in the feature.



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