How to use Account based support e-mail address ?
How can i raise a request through an Email and how it will be assigned to an Account?
In your mail-server, create a user e-mail account to which all e-mails will be fetched. Create an e-mail alias for this e-mail account for each of your customer accounts.
Login to SDP MSP now, Go Accounts -> Select an account -> Enter the corresponding mail alias in the ‘support e-mail address’ field. This is the address to which the requesters from an account will send their e-mail requests. Eg: support-account1@msp.com
Once a requester sends a mail, ServiceDesk Plus – MSP will fetch emails at regular intervals from your e-mail account and automatically convert them into tickets for the corresponding account.
It works based on the forwarding mechanism. Below explanation will help you to understand better :
There are two ways of forwarding a request to the MSP server so that the request will be categorized under that particular account.
1. Using E-Mail alias
2. Creating a Mail account in the Mail server and do forwarding.
1: Using E-Mail alias:
Create an Email alias for your support Address (support@msp.com) in the MSP(Your) mail server with email address AccountA@msp.com and AccountB@msp.com and so on.
Tell your requesters present in Account A to send their support queries to AccountA@msp.com
Tell your requesters present in Account B to send their support queries to AccountB@msp.com
So now any requester who is sending request to AccountA@msp.com will be categorized under that AccountA
Following is the steps to follow in your mail server to create the mail alias :
1. From the ‘Exchange server administration program’, locate the mailbox you created for ServiceDesk Plus – MSP [ Eg: user called support with e-mail address as support@msp.com ]
2. Right-click the user and choose ‘Properties’
3. Go to the ‘Email address’ tab and click on ‘New’
4. Choose ‘Internet Address’ from the list and click ‘Ok’
5. A dialog box opens allowing you to type an alias e-mail address [ Eg: AccountA@msp.com ].
6. Repeat steps 3 to 5 to create additional e-mail aliases for each account that you have.
Now you connect to the ServiceDesk Plus MSP and goto Admin -> Accounts -> and create an account with name “Account A” and provide the Support email address as AccountA@msp.com
and connect to the ServiceDesk Plus MSP and goto Admin -> Accounts -> and create an account with name “Account B” and provide the Support email address as AccountB@msp.com
So now any requester who is sending request to AccountA@msp.com will be categorized under that AccountA
When you reply to the request raised by Account A requester will have TO Address as req1@AccountA.comand from Address as AccountA@msp.com
and when you reply to the request raised by Account B requester will have TO Address asreq1@AccountB.com and From Address as AccountB@msp.com
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2. Creating a Mail account in the Mail server of the customer’s mail server and forwarding it to the MSP :
If a requester present in Account A from Company A raising a request to their company support address say mail from req1@AccountA.com to support@AccountA.com.
To forward this mail to the MSP(ie., support@msp.com), there are two steps in this.
Please follow the below steps at each of your accounts’ mail servers.
A. Creating a contact – This is a contact that refers to the MSP e-mail address(support@msp.com)
1. Use the ‘Active Directory users and computers’ snap-in (for MS Exchange)
2. Navigate to servers -> Users
3. Right-click on the users and choose ‘New’ and select ‘Contact’
4. Enter the name and display name as ‘MSP support’ and click ‘Next’
5. Check the box which says ‘create an exchange e-mail address’
6. Enter the alias as ‘MSPSupport’
7. Click on the button ‘Modify’. You will be shown a dialog box for ‘New e-mail address’. Select SMTP and click ‘Ok’
8. You will be shown a ‘Internet Address Properties’ dialog box. Under the ‘General’ tab, enter the e-mail address as ‘support@msp.com’ and click ‘Ok’ and then ‘Finish’
B. Setting-up mail forwarding
1. Create a mail-enabled-user (mailbox) for the requesters from the account ‘Account A’ to send their support e-mails [ Eg: support@AccountA.com ]
2. Right-click this account and select ‘Properties’
3. Go to the ‘Exchange General’ tab
4. Click on the button ‘Delivery options’
5. There will be a radio-button for ‘Forwarding address – Forward to’. Select this option and click the ‘Modify’ button.
6. Now, select the contact you just created i.e. ‘MSPSupport’ and click ‘Ok’
7. You have an option to ‘Deliver the mail to both the forwarding address and mailbox’. If you check this, you will need to login to the mailbox at the account (i.e. support@AccountA.com) and periodically delete messages.
8. Click ‘OK’ to save your changes.
If you are using Exchange Server 2007, please refer here [ http://technet.microsoft.com/en-us/library/bb851509(EXCHG.80).aspx ]
for configuration instructions
1. Create a mail-enabled-user (mailbox) for the requesters from the account ‘Account A’ to send their support e-mails [ Eg: support@AccountA.com ]
2. Right-click this account and select ‘Properties’
3. Go to the ‘Exchange General’ tab
4. Click on the button ‘Delivery options’
5. There will be a radio-button for ‘Forwarding address – Forward to’. Select this option and click the ‘Modify’ button.
6. Now, select the contact you just created i.e. ‘MSPSupport’ and click ‘Ok’
7. You have an option to ‘Deliver the mail to both the forwarding address and mailbox’. If you check this, you will need to login to the mailbox at the account (i.e. support@AccountA.com) and periodically delete messages.
8. Click ‘OK’ to save your changes.
If you are using Exchange Server 2007, please refer here [ http://technet.microsoft.com/en-us/library/bb851509(EXCHG.80).aspx ]
for configuration instructions
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