Help Desk New Mailbox Settings Options in Administration

Introduction

This reference describes all available options when creating a new mailbox for the Help Desk in Administration > Help Desk > All mailboxes > New mailbox. These settings define how emails are received and converted into tasks.

Additionally, mailbox-related jobs can be monitored and adjusted under Overview of scheduled tasks, accessible via the top-right button.

Target Audience

Administrator

Definition of Mailbox Settings Options

General Options

Name	Description
Active	Enables or disables the mailbox. Inactive mailboxes do not check for new emails.
Accept autogenerated mails	If checked, automated replies (e.g., out-of-office) will also create tasks.

Protocol Selection

Name	Description
IMAP	Uses IMAP protocol to read emails (recommended for most servers).
POP3	Uses POP3 protocol (less common, downloads and removes messages by default).

Mailbox Authentication and Connection

Name	Description
Host	Mail server address (e.g., mail.company.com).
Port	Port used for connecting to the mail server (e.g., 143 for IMAP).
User	Email username or address used for login.
Password	Password used for authenticating the mailbox account.
Use a different sender	Allows configuration of a sender address different from the mailbox user.
Use SSL authentication	Secures the mailbox connection using SSL encryption.
Enable OAuth	Enables OAuth protocol for authentication (if supported by the mail server).

Folder Management

Name	Description
Folders to read	Defines which IMAP folders to monitor. Use one folder per line (default is INBOX).
In success move to	Folder where successfully processed emails will be moved.
In failure move to	Folder where failed emails will be moved for review.

Monitoring Mailbox Jobs

Mailbox operations (e.g., reading, processing, updating) are handled as scheduled jobs. You can view and manage these via:

Administration > Overview of scheduled tasks > Help Desk section

Task	Function
Help desk – receiving mails	Reads new emails and creates tasks.
Help desk – automatically updating tickets	Updates existing tasks based on incoming replies.
Help desk – compute aggregated hours	Updates time-tracking or workload data from Help Desk activity.

To edit any job, use the action menu (⋮) > Settings. You can change frequency, time of next run, and activation status.

Examples

Using a dedicated mailbox (e.g., support@yourdomain.com) with SSL and folder routing.
Moving all failed emails to “inbox/errors” for manual review.
Scheduling Help Desk jobs every 15 minutes to minimize response delays.