Connect a Mailbox to Easy8 HelpDesk

Introduction

In this tutorial, you’ll learn how to connect a mailbox to Easy8 HelpDesk. This is useful for automatically creating and updating tickets from client emails. By the end, you’ll have successfully set up a mailbox connection and enabled automatic ticket creation.

Target Audience

Administrator

Prerequisites

Before you begin, make sure you have:

Administrator access to Easy8.
An existing HelpDesk project created and added to HelpDesk.
Credentials for the mailbox you want to connect (IMAP or POP3 access) or access to Microsoft/Google OAuth if needed.

Connect a Mailbox to HelpDesk

Step 1: Open the HelpDesk Mailboxes Section

Go to Global menu >> HelpDesk >> All Mailboxes.
Click on the Add Mailbox button.

Step 2: Enter Mailbox Details

Fill in the necessary mailbox connection information:

Name: Friendly name for this mailbox (e.g., "Support Mailbox").
Mail server: Server address for incoming mail (e.g., imap.yourdomain.com or pop.yourdomain.com).
Protocol: Choose IMAP or POP3 depending on your provider.
Port: Enter the correct port (default is 993 for IMAP SSL, 995 for POP SSL).
Username: Full email address.
Password: Password for the mailbox.

Alternatively, if you are connecting a Microsoft or Google mailbox:

Click Connect using OAuth 2.0 to authenticate securely without entering a password manually.

Tip: OAuth 2.0 is recommended for Gmail, Outlook, or Office 365 mailboxes for increased security and easier maintenance.

Step 2.1: Set Connection Timeout (Optional)

You can define a Connection Timeout value in seconds.
Default timeout is 60 seconds.
Increase the timeout if you expect slower mailbox server response times.

Step 3: Assign the Mailbox to a HelpDesk Project

After entering the mailbox connection information:

Select which HelpDesk project should receive tickets from this mailbox.
If needed, you can later assign additional routing rules inside the project settings.

Warning: If you connect a mailbox but do not assign it to a HelpDesk project, emails will not be processed into tickets.

Step 4: Test the Connection

Before saving:

Click the Test connection button to verify everything is set correctly.
If the test is successful, you will see a confirmation message.
If there is an error, check server settings, credentials, and protocol.

Step 5: Save the Mailbox

After a successful test, click Save.
The system will now start downloading emails and creating tickets based on the connected mailbox.

Automatic Disabling of Mailbox

Warning: If the system detects repeated connection errors from a mailbox, it will be automatically disabled to protect system performance.
After fixing the issue (e.g., resetting credentials, server access), an administrator must manually re-enable the mailbox in HelpDesk >> All Mailboxes.

Troubleshooting

Issue	Solution
Connection test fails	Double-check server address, port, username, and password. Make sure IMAP or POP3 is enabled on the mailbox.
Emails are fetched but no tickets are created	Check that the mailbox is assigned to a valid HelpDesk project.
Only some emails are processed	Review spam filters and rules that might block certain emails from arriving to the mailbox.
Mailbox disabled automatically	Review mailbox connection settings and manually re-enable the mailbox after fixing the issue.

Conclusion

You have successfully connected a mailbox to Easy8 HelpDesk. Now incoming emails will be automatically converted into tickets, making client support faster and more efficient.