Outgoing e-mail and Help Desk mailboxes

Outgoing mail

Administration, Emails and notifications, Outgoing mail. Set the SMTP server and port, the username and password, STARTTLS, the From address and the From name, and switch on Sending enabled. Settings are stored in the database and apply at once. Send test email sends a letter to your own address.

Below the settings is the mail log: waiting, sent today and failed today, every letter with its kind (notification, digest, sign-in code, password reset, Help Desk, automation and so on), Send now and Retry. Sent means the mail server accepted it. Entries are kept for 14 days.

Links in letters

Letters link back to GoProject using the Site address from Administration, General settings. The address is never guessed from a request. Without one, letters carry no links and password reset letters are not sent.

Incoming mail

Administration, Emails and notifications, Incoming mail holds the switch over the reading of every Help Desk mailbox, and their loop protection: per sender address and hour, stop answering after 20 letters and stop taking after 40 (both adjustable). Its log shows every letter the desks received and what became of it. Replies to notifications, on the same tab, is a mailbox of its own with a switch of its own.

A mailbox per Help Desk

Each Help Desk reads its own mailbox: Project settings, Help Desk, Channels.

1. Where the mailbox lives: Own mail server (IMAP) or Gmail
2. The account it reads: for IMAP, the server, port, encrypted connection (IMAPS, on by default), username, password and folder (INBOX when empty). For Gmail, switch IMAP on in Gmail, turn on 2-step verification and paste an app password; the server is fixed to imap.gmail.com
3. The address customers write to: it also tells two desks apart when they share one account

Then switch on Take letters. New letters become tickets and answers join the ticket they answer. The desk looks every 2 minutes by default; Look now and Check the connection are on the same page.

Certificate trust

For an IMAP server with a certificate that cannot be verified, Trust the certificate without checking keeps the connection encrypted but stops checking that the certificate names the server. Use it only when you must, because anybody between the two could read the mail.