Xcitium Platform

• Introduction To Service Desk Module
  • Quick Start
  • Login To The Service Desk Module
• Service Desk Admin Panel
  • Admin Panel Dashboard
    • View The Dashboard And Export Reports
    • View Alerts & Notifications
  • Service Desk Configuration
    • Company Profile And Support Portal Settings
    • Service Desk System Settings
    • Ticket Settings And Options
    • User Registration Settings
    • Email Settings And Options
    • Access Control Settings
    • Knowledge Base Settings And Options
    • Autoresponder Settings
    • Configure Alerts And Notices
    • Configure Two Factor Authentication
  • Manage Service Desk Components
    • Ticket Categories
    • Ticket Filters
    • Service Level Agreements (SLA)
    • API Keys
    • Client Portal Pages
      • Configure Your Support Center Page
    • Forms
    • Custom Lists
    • View And Manage Asset Types
    • Manage Materials And Expense Items
    • Manage Charging Plans
  • Email Management
    • Setup Your Support Email Addresses
    • Block User Email Addresses
    • Email Templates
    • Test Outgoing Email Settings
  • Manage Time Sheets
  • Manage Staff
    • Staff Members
    • Staff Roles
    • Departments
    • Time Sheet Templates
    • Material Approval
  • Manage Announcements
  • Generate Reports
    • Time Log Reports
    • Ticket Report
    • Asset Reports
    • Service Types Reports
    • Department Ticket Reports
    • Agent Reports
    • Users Reports
    • Resource Appointment Reports
    • Scheduled Reports
  • Finance
    • Generate Cost Reports
    • Manage Contracts
• Service Desk Staff Panel
  • Staff Panel Dashboard
    • View The Dashboard And Export Reports
    • View Staff Members
    • My Profile
  • Manage Users And Customers
    • Manage Users
    • Manage Customers
  • Manage Tickets
    • Ticket Details
  • Manage Knowledgebase
    • FAQs
    • Manage FAQ Categories
    • Canned Responses
  • Manage Projects
  • Manage Staff Time Sheets
  • Manage Calendars
• Appendix 1 - Field Types In Custom Forms And Custom Lists
• Appendix 2 - Ticket Priorities
• Appendix 3 - How Charging Works In Service Desk
• About Comodo Security Solutions

Email Settings and Options

• Click 'Admin Panel' > 'Settings' > Emails'

• The 'Email Settings & Options' interface lets you configure overall settings for system emails.

• Please note these global email settings can be overridden by settings at the department level.

To configure Service Desk Email Settings

• Click 'Admin Panel' > 'Settings ' > 'Emails'

Email Settings

• Default Template Set: Service Desk allows administrators to create and manage different email template sets for different customers, with each set consisting of templates for different types of email messages sent for various ticket activities. See Email Templates for more details. Administrators can choose which template set has to be used by default, from the Default Template Set drop-down. Please note that departments can be assigned a different email template set. See Departments for more details. See Email Templates about how to add/modify email templates.

• Default System Email: Select the default outgoing email address from which the emails are sent. Please note that departments can configure a different email address. See Departments for more details. See Email Addresses about how to add/modify email addresses.

• Default Alert Email: Select the default email address from which Alerts & Notices are sent to the admins/staff members. See Email Addresses about how to add/modify email addresses.

• Admin's Email Address: Enter the administrator's email address to which the System Errors and New Tickets alerts are sent. Please note this should be enabled in Alerts & Notices screen. See Configure Alerts and Notices for more details.
  

Incoming Emails

• Email Fetching: Enabling this checkbox will allow IMAP/POP polling for configured and enabled Mail Boxes. See Email Addresses about how to enable fetching email via IMAP or POP.

• Strip Quoted Reply: If enabled, all previous correspondences in the email will be removed. If this feature is disabled, then the next setting Reply Separator Tag will be relevant.

• Reply Separator Tag: This is relevant only if the above Strip Quoted Reply is disabled. The text '---reply above this line---' will be displayed between the quoted original message and the reply. You can edit the separator line text in the text box.

• Emailed Tickets Priority: If enabled, tickets sent over email will have their priority set by the sender's email client.'

• Accept All Emails: If enabled, tickets can be raised by unregistered users also.

• Accept Email Collaborators: If enabled, email participants are included in the 'To' and 'CC' fields as ticket collaborators. Staff members can also add collaborator manually when viewing a ticket. See Manage Tickets for more details.

• Default MTA: Select the mail address whose Mail Transfer Agent (MTA) settings should apply to outgoing emails that do not have an SMTP setting.

Click the 'Save Changes' button to apply your changes.