Email Server Setup

Setting up an email server and linking that with the product allows the product to send and receive emails.

Some of the capabilities that the product get after email setup are:

• Requestors can log tickets using email.
• The product can send Email Notifications and Announcements.
• Technicians can change Request details using Email Commands.

Whether self-hosted or cloud-hosted, you can add any vanity email address to Motadata using any one of the two email protocols: POP3 and IMAP.

Note

Before configuring email, you have to create an email with your email host and make sure to enable the protocol you want to use (POP3 or IMAP).

Note

You need administrative rights to set the email configuration.

Email Server Configuration

• Log in to your Dashboard and head to Admin from the Navigation Tabs. Use the search field, or you can find the Email Server Configuration under IT Infrastructure.

• On clicking, you see the Email Server Configuration page. Your email host provides you with all the information needed to complete the process.

• A summary of the required information:

  Outgoing Server	This is the hostname of your outgoing SMTP server. For example, the hostname of Google’s outgoing SMTP is smtp.gmail.com
  Outgoing Port	It refers to the outgoing port number of the SMTP server.
  Outgoing Email	The outgoing email address.
  Outgoing Username	Username of the outgoing email address.
  Outgoing Password	Password of the outgoing email address.
  Outgoing Security Type	Please refer to your email server specification to know what security standards it supports. Currently, we support TLS and SSL.
  Incoming Server	This is the hostname of your incoming mail server. For example, the hostname of Google’s incoming POP3 server is pop.gmail.com and for IMAP server, imap.gmail.com
  Incoming Port	It refers to the incoming port number of the mail server.
  Incoming Email	The incoming email address.
  Incoming Password	Password of the incoming email address.
  Incoming Security Type	Please refer to your email server specification to know what security standards it supports. Currently, we support TLS and SSL.
  Incoming Protocol	POP3 or IMAP
  Incoming Supportidle	Disable/Enable IMAP IDLE support

• After filling the fields, you can test the connection between the server and Motadata using Test Connection. Motadata warns you in case of a connection error.

• Add any email addresses that you want to ignore (don’t want to receive emails from) in the Ignore Email Addresses field. Use Update to save your changes.

Motadata gives you two email fields one for outgoing and the other for incoming. If you want, you can use two different addresses for outgoing and incoming. You can use the Email Server Configuration page to edit your settings later.

Enabling Email to Ticket

The Email to Ticket feature allows users to create a Request by sending an email to the incoming email ID of the product.

The subject of the email becomes the subject of the Request and the body becomes the Description. Whether only registered users can send or everyone depends on the Allow to report Request without login option in Admin >> Helpdesk Security.

To enable this feature:

• Go to Admin >> Email Server Configuration (IT Infrastructure).
• There turn on the toggle Enable Email to Ticket.
• The Category field specifies the default category applied to Requests created via email.