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There are two methods of opening a help desk ticket in Control Panel. First is using web based interface in the Customer Control Center while the second is through direct email.
What is email parser?
Email Parser is a built-in feature which retrieves emails from POP3 accounts and generates tickets from them. For example, if you have a support@xyzhost.com email address you may configure it in email parser so that whenever an email is received at this address a ticket is automatically generated for an existing customer account.
To configure email parser navigate to following path:
Click on Add Pop Account button and provide the information of the POP account from where you want to retrieve and generate tickets.
Email Address: Specify email address of the account from where emails are to be retrieved.
POP3 Server: Enter designated POP3 server.
Port: Mention appropriate port. Default POP port is 110.
User name: Enter user name. This is usually same as the email address of target account.
Password: Specify password corresponding to user name.
Confirm password: Re-type password for confirmation.
You can edit POP3 account by clicking on Edit link and provide the information.
Processing Rules
You may configure Processing Rules for each POP account. Processing rules tell Control Panel what should be done with the email. For example:
Create a processing rule to assign tickets to Support Department if TO line is support@xyzhosting.com.
Create a processing rule to delete the email if subject line includes "[Spam]".
To create processing rule navigate to following path:
Click on Add New Rule button and provide the required information on screen.
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