### Interactive help for Hesk settings

Email sender

Select wether HESK should send emails usign PHP mail() function or using a manually setup SMTP server.

PHP mail() should work on most setups, if it doesn't you may try setting up a SMTP server instead.

Available SMTP variables:

SMTP Host - hostname of your SMTP server, usually localhost or mail.example.com
SMTP Port - your SMTP port, usually 25
SMTP Timeout - SMTP timeout in seconds
Encryption - enable if your SMTP server requires encrypted connections
SMTP Username - your SMTP username (if used)
SMTP Password - your SMTP password (if used)

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Email Piping

Enables email piping (creating tickets from emails).

This option just enables piping functionality in HESK, for complete email piping setup please refer to the readme.html file.

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POP3 Fetching

This setting enables or disables POP3 Fetching - creating tickets from emails by connecting to an email account using POP3 connection.

For instructions on how to setup POP3 Fetching please see the readme.html file.

Available variables are:

Task Timeout - number of minutes to wait for an existing POP3 fetching job to complete. No new fetching jobs will start until the timeout is reached. Set to 0 to disable timeouts and always start a new fetching job.

POP3 Host - hostname of your POP3 server, usually mail.example.com
POP3 Port - your POP3 port, usually 110. Gmail for example uses 995
TLS Protocol - enable if your POP3 server requires TLS protocol
Keep a copy - if enabled HESK will not delete mail from POP3 server
POP3 Username - your POP3 username
POP3 Password - your POP3 password

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IMAP Fetching

This setting enables or disables IMAP Fetching - creating tickets from emails by connecting to an email account using IMAP connection.

For instructions on how to setup IMAP Fetching please see the readme.html file.

Available variables are:

Task Timeout - number of minutes to wait for an existing IMAP fetching job to complete. No new fetching jobs will start until the timeout is reached. Set to 0 to disable timeouts and always start a new fetching job.

IMAP Host - hostname of your IMAP server, usually mail.example.com
IMAP Port - your IMAP port, usually 143 for non-encrypted and 993 for SSL/TLS
Encryption - set required IMAP encryption
Keep a copy - if enabled HESK will not delete mail from IMAP server
IMAP Username - your IMAP username
IMAP Password - your IMAP password

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Do not validate server certificates

If checked, Hesk will not validate certificates from the TLS/SSL server.

Certificate validation usually needs to be skipped if the server uses self-signed certificates.

We strongly recommend that you do not disable certificate validation on production servers and when connecting to third-party servers as it makes you vulnerable to man-in-the-middle attacks.

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Do not reply

If checked, Hesk will try to detect emails sent from "Do not reply" email addresses and ignore them.

Examples:
do-not-reply@example.com
do_not_reply@example.com
no_reply@example.com

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Returned

If checked, Hesk will try to detect and ignore returned emails.

For example, it will ignore emails sent from mail-deamon@example.com and emails with a subject such as "Returned mail", "Undeliverable", "Out of Office" or similar.

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Duplicates

If checked, Hesk will detect and ignore an email if Hesk has already processed an email with the same message within "Timeframe" seconds.

When testing email to ticket functionality, either disable this setting or send test emails with unique messages.

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Email Loops

Settings to help detect email loops created from autoresponders or undeliverable email.

Any number of emails higher than Max Hits from an email address within Timeframe seconds will be ignored by email piping.

Set Max Hits to 0 to disable loop detection.

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Detect email typos

This function will try to detect common email domain name misspelling and suggest a corrected version.

For example if customer enters user@gmial.com HESK will detect it and suggest user@gmail.com instead.

HESK will compare email domains to the domains listed in Email providers list.

Email providers

A list of common email providers your customers use. HESK will use this list to try to detect mistyped email addresses.

Enter one domain per line, without the @ sign.

You can enter any number of common domain names, but try not to overdo it - enter just the most common ones.

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Notify customer when

Select when HESK should send an email notification to customers:

- when customer submits a new support ticket
  Note: if ticket is submitted over email (email piping or POP3 fetching), HESK can skip sending new ticket notification to the customer if the email subject contains one of the tags listed in the text box (one tag per line).
  You can use this to prevent automatic replies to emails detected as possible SPAM by your server SPAM filter.
- when a support ticket is marked as Resolved (without replying)

Note that notification preferences are set individually per ticket when staff replies to a ticket or when staff submits a ticket from the admin interface.

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Strip quoted reply

This function deletes quoted replies from all customer emails before they are converted into a ticket.

All emails sent to customers will start with this line:

------ Reply above this line ------

Any text below this line will be removed when and email is imported into ticket reply.

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Require message

If enabled, emails from email piping or POP3 fetching will be ignored if they contain no message.

If disabled, even emails with no message will be turned into tickets.

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Embedded files

Enable if you wish HESK to save embedded email files (for example embedded images) as attachments when importing tickets over Email piping or POP3 Fetching.

Files over maximum allowed attachments limit will be ignored.

Note that with HESK file attachments have priority over embedded files. For example if you allow 2 file attachments and receive an email with 1 file attachment and 3 embedded images, HESK will save the file attachment and first embedded image, the rest will be ignored.

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Ticket followers

When enabled, helpdesk staff can assign multiple customers (besides the main customer) as "followers". All followers will receive the same email notifications as the primary customer.

Checking the box enables this feature.

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Confirm email

If selected, the "Submit a ticket" form will show a "Confirm email" field forcing the customer to type the email address twice. This helps avoid typos in email addresses.

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Open only

If checked then the "Forgot ticket ID" email (email sent to remind customers of their ticket tracking ID number) will only list open tickets and ignore resolved ones.

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Email formatting

Determines which email formats are included when sending out emails. Options include:

HTML with plain text alternative from plain text template (default) - emails will be sent as HTML. Hesk plain text email template content will be used for the alternative text in the email (multipart/alternative).
HTML with plain text alternative generated from HTML template - emails will be sent as HTML. The alternative text in the email (multipart/alternative) will be generated by converting the HTML template to plain text. Hesk plain text email templates will be ignored.
HTML only - emails will be sent as HTML only without multipart/alternative.
Plain text only - emails will be sent as plain text.

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Disable GSSAPI

Sometimes, a Windows-based IMAP server will return an error message like this:

Notice: Unknown: Kerberos error: Credentials cache file '/tmp/krb123_0123' not found (try running kinit).

If this happens, try enabling the "Disable GSSAPI" option, then test the IMAP connection again.

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Max recipients

The maximum number of email recipients in a single email sent by Hesk.

The "Max recipients" count is a cumulative total of all the email addresses in the To, Cc, and BCc fields of an email.

Set to 0 to turn off the limit. However, setting a reasonable limit is highly recommended. Many email providers will block emails sent to too many recipients.

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Customer rejection emails

Customer emails can be rejected by HESK when customer accounts are required, but the email address of the sender is not registered on the help desk.

Selecting this option will notify the customer that their email was rejected. To reduce spam, only one rejection email is sent every "Time between rejection emails" hours.

Note: If an email is rejected due to spam or is considered a duplicate, no email will be sent to the customer regardless of this setting.

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Time between rejection emails

The amount of time to wait before sending a second rejection email to a customer, regardless of the number of emails sent.

Set to 0 to turn off the limit. However, setting a reasonable limit is highly recommended to avoid excessive emails from being sent by your mail server.

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