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Email (Incoming)

With NetHelpDesk, the option to convert incoming emails of mailboxes into tickets is available as standard, and reply to those tickets, with acknowledgements and customised emails too.

The interface has full 2-way threading, meaning all user replies and Agent communications will be automatically recorded in the existing ticket.

Setting up incoming email with NetHelpDesk allows:

PLEASE NOTE: Setting up email for sending and receiving in NetHelpDesk is similar to setting up email for sending and receiving in Microsoft Outlook. If you experience any issues with setting up email in NetHelpDesk, try putting your account details into Outlook. If you can get the settings to work in Outlook, they should work in NetHelpDesk.

Email 1

NHServer

To process emails in and out of NetHelpDesk on an on-going basis, the NHServer program needs to be open and running a repeating scan. Without this program running, the emails will not process.

If you prefer to set this up as a Scheduled Task, instructions are in a separate guide. Once set up, this will open up the NHServer program, run a scan once, process all emails, and then close itself down again. It will do this at regular intervals, and run even if you log off of the server that you have NetHelpDesk installed on.

If you need any clarification or any assistance with any of the mailbox configuration, please feel free to contact our Support Team who can help with anything you need.


Incoming emails Into NetHelpDesk

To have NetHelpDesk create tickets from emails in a mailbox, enter the details of the mailbox NetHelpDesk will poll.

PLEASE NOTE: Before setting up NetHelpDesk to create tickets from incoming emails, please be aware that when adding the ‘incoming mailbox’ feature, any emails currently sitting in the root of the Inbox, will be pulled into NetHelpDesk and created as tickets. Any email notifications switched on will be sent to Agents and End-users.

It must be a mailbox. It cannot be a distribution group or anything else.

You may wish to create a unique mailbox for testing purposes before adding your existing support desk email address.

If you do create a new one, please ensure all is setup correctly in Exchange or alternate, and perform all the usual checks to make sure this is an active mailbox. You may need to log into mailbox to complete setup if in Exchange. Speak to our Support team if you get stuck, or need any guidance with this.

There are several options when receiving emails from your Mailbox(es) into NetHelpDesk:

    OPTION E1. Using Post Office Protocol 3 (POP3) protocol – recommended

    OPTION E2. Using existing Messaging Application Programming Interface (MAPI) Profiles

    OPTION E3. Using Hosted Exchange Autodiscover.

    OPTION E4. Using Local Exchange Autodiscover.

    OPTION E5. Using existing MAPI profiles (RDO).

If you are using a mailbox on an Exchange Server, we strongly recommend running the POP3 service on your Exchange Server. It is far less likely to cause issues during the setup process.


OPTION E1 - POP3

If using POP3 on an Exchange Server, you'll need to complete some Microsoft Exchange Pre-configuration.

    1. In the Exchange Console > Server Config > Client Access > POP3 > Properties > Authentication and make sure it is set to Plain Text only.

    2. On your Exchange Server, you will need to go into Services, and ensure that Microsoft Exchange POP3 Service is running, and it is set to Automatic.

    3. If it is already running, restart the POP3 Service.

For all POP3 instances (whether Exchange or not), ensure that the mailbox is setup correctly, and maybe send and receive some test emails before adding to NetHelpDesk to ensure you’re happy that everything is working.

PLEASE NOTE: There is still some old stigma in the IT industry attached to POP3 Service that it is not safe. However, this is not the case at all. We have huge corporations using POP3 Service without any issue or risk.


OPTION E2 - MAPI Profiles

If it is preferred to use MAPI profiles method:

    1. Make sure that machine where NetHelpDesk is installed does not have the MAPI CDO Client installed. If it is, uninstall, and restart the machine before proceeding.

    2. On the machine which will be running the NHServer program, go to Control Panel > Mail > Add Profile and enter the information required to access the mailbox being used for incoming email.

    3. Now open Microsoft Outlook and connect with this profile.

    4. You may be asked to enter credentials. Enter the correct password and click Remember Password.

    5. Exit Outlook.

Then, in NetHelpDesk, start populating the incoming mailbox details:

    1. Specify the Mailbox Type.

    2. Specify the name or the IP Address of the POP3 Server.

    3. If the port differs from the standard 110 port, please specify it here also. If using an Office 365 email account, and use TLS, the default port for this is 995.

    4. If using TLS/SSL protocols on the mailbox, select the checkbox provided.

    5. Specify the Username and Password of the account you wish to poll email from.

    6. Also specify a ticket Type that you would like NetHelpDesk to create tickets using emails. This is essentially the form it fills out to create a ticket. These can be changed, amended, renamed and so on at a later stage.

    Test if you know the mailbox has email in it to check for.


OPTION E3-E5

These three options should be intuitive and simple enough to follow on the screen. However, if you experience any issues with these options, log them immediately with our Support Team, who will work on them as a Priority 1 call, in accordance with our standard Service Level Agreement.


Common Incoming Errors

Here are some examples of some messages that may be returned by your Exchange or mailbox provider, and what they mean:

    Unable To Relay

    This may be accompanied by a blank email. By Default, Exchange 2007/2010 will not allow other software to relay for sending emails. Configure your SMTP server to allow messages to be sent onward as needed To allow NetHelpDesk to send emails through the exchange server you need to add a receive connector as detailed in this guide. Also, you can read many articles by running a Google search for details of mail relaying.

    Invalid SLA workdays definition

    The SLA group or Priority specified on the ticket that has an action being processed, is no longer available. Go into N > Setup > Main Configuration > Service Level Agreements and check that the SLA defined for the site involved in the email is valid, and that the priority number is still specified.

    A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond

    It is likely that either an incorrect port has been specified in the configuration, or a domain or local firewall has blocked traffic through the port you specified above. This is especially true, if you are using TLS/SSL where not previously used. Use internet access that is not via your domain (such as using your smartphone as a mobile hotspot), and it will likely work.

    POP3 error1 - No such host is known

    It is likely that the machine NHD is installed on does not have internet access, or the ability to check credentials outside of your local environment. Make sure that internet access is provided to resolve this issue.

    MAPI_E_FAILONEPROVIDER Error

    If you receive the MAPI_E_FAILONEPROVIDER error while trying to list the FQDN for a particular mailbox it will be due to a permissions issue. The user which is logged into Windows does not have the required permissions to access the mailbox in question. Test retrieving the FQDN's by logging into the machine which runs the NHServer scan as the user who has access to the mailboxes.

    Any error with the word 'Authentication' in it

    If an authentication error appears, complete the Username and Password fields in N > Setup > Main Configuration > Incoming Email as well, and retry the previous step.


Polling The Mailbox

Now that incoming email has been configured, there are some final steps:

    1. The NetHelpDesk Server Program is called NHServer and manages the main interactions coming in and going out of the main NetHelpDesk Windows application.

    2. Open the NHServer program, and click Scan Once to make sure that scanning the mailbox is successful for incoming and outgoing.

    You may wish to set up some test email scenarios prior to this.

    3. Tabs to check: Error Tab. If any issues arise, this is the first place to check.

    4. If all ok, check the Incoming Email Log tab and the Messages Sent/Activity tab.

    5. If all ok, click Start Repeated Scan to turn this feature on, and the button will stay Stop.

PLEASE NOTE: For NetHelpDesk to import emails on an on-going basis, NHServer needs to be open and running on the same server that NetHelpDesk is installed on, and the Start Repeated Scan option turned on. Please see separate guide for this.

    6. If all is well, check the Message Sent / Activity tab to see the acknowledgement email has gone for the ticket that has just been logged in the database (if any).

    7. If you are still unable to send an email, the most likely cause will be security software or firewall configuration blocking connectivity on Port 25. You could use Telnet to try to connect to the SMTP server directly.


Understanding Email Tags

In N > Setup > Main Configuration > Email > Incoming Email, you can configure what NetHelpDesk uses as a "tag".

"Out of the box" NetHelpDesk used square brackets [ ] rather than rounded brackets ( ), as rounded brackets are more common in every day communications. It is important that they be something not often used.

Email 2

NHD will then go along the subject line, from the left until it reads the first open square bracket [ and then reads everything that comes after it until the first closed square bracket ] and marks what is in between as the ticket number.

So, in the example above, if the subject line includes [ID:00125478], it will log the update for ticket 124578. If this was (ID:00125478), it would not update the existing ticket, but would create a new one, as the bracket is not what is configured in NetHelpDesk.

Please check the tags, and ensure that they are not the same. Otherwise, NetHelpDesk will create a new ticket.


Email (Outgoing)

With NetHelpDesk, the option to convert incoming emails into tickets is available as standard, and reply to those tickets, with acknowledgements and customised emails too.

The interface has full 2-way threading, meaning all user replies and Agent communications will be automatically recorded in the existing ticket.

Setting up Outgoing email with NetHelpDesk allows:

    - Public Notes added to calls to be sent to end users as emails.

    - Notification emails to go to Agents regarding their tickets.

    - Send end users automatic email notifications, e.g. for new tickets, updates to tickets, closed tickets, and many more.

PLEASE NOTE: Setting up email for sending and receiving in NetHelpDesk is similar to setting up email for sending and receiving in Microsoft Outlook. If you experience any issues with setting up email in NetHelpDesk, try putting your account details into Outlook. If you can get the settings to work in Outlook, they should work in NetHelpDesk.

To send any emails out from NetHelpDesk, you will need to specify at least one set of Simple Mail Transfer Protocol (SMTP) details. SMTP is purely for sending, and does not influence incoming mail at all. Go to N > Setup > Main Configuration > Email > Outgoing Email.

Email 3

PLEASE NOTE: If you are using multiple mailboxes, don’t worry. As you add more incoming mailboxes, you will have the opportunity to override these default SMTP settings below the mailbox settings you are adding, so that each new mailbox uses its own account for sending emails.


Sending emails from NetHelpDesk Pre-configuration

All mailboxes, regardless of which ones you choose to use, will use Simple Mail Transfer Protocol or SMTP for sending emails. The standard port for SMTP is port 25.

To ensure that NetHelpDesk can send emails, you will need to make sure that:

    a) Your mailbox is configured to allow NetHelpDesk to send emails from it.

    b) Add in a main SMTP account settings to the Mailbox section of NetHelpDesk.

    c) Ensure that the NHServer program, described above, is running a scan.

At any time, if you struggle with the mail settings in NetHelpDesk, remember that our Support team are here to help you.


Sending emails via Office 365 or Public Email Provider

(e.g. Gmail, Outlook.com etc.)

If using an Office 365 or a Public email Provider account, there should be no problems adding the SMTP account settings into NetHelpDesk, and using them straight away.

In Office 365, log into your account using the Outlook Web App, and go to Options > Settings for POP,IMAP & SMTP Access. The details you need are in there.

If using Transport Layer Security (TLS), the standard port for sending email is 587, but if another is specified for you, use this port instead.


Sending emails via Exchange Server Mailbox

To send emails using SMTP via a mailbox on your local Exchange server, you may need to add a Receive Connector. This prepares your Exchange for receiving tickets to send emails from the server that NetHelpDesk is installed on.

To add a Receive Connector to your Exchange Server:

    1. On the Exchange Server, open your Exchange Management Console > Server Configuration > Hub Transport.

    2. At the bottom half of the screen, the Receive Connectors tab will display.

    3. On the right, click the option New Receive Connector.

    4. Give the Connector a name (e.g. NetHelpDesk)

    5. Select Custom and then click Next.

    6. On the Local Network settings screen, accept the defaults and click Next.

    7. Under Remote Network Settings, remove the default IP range.

    8. Add the specific IP address of the machine that is running the NHServer program. Click Next.

PLEASE NOTE: We have found that entering a range of IP addresses does not work as you would expect, whereas a specific IP address does.

    9. On the New Connector screen, click New button to continue. Click Finish.

    10. Right click on the newly created Remote Connector, and select Properties.

    11. On the Authentication tab, ensure that the only box that is checked is the Externally Secured checkbox.

    12. On the Permissions Group tab, ensure that only Anonymous Users and Exchange Servers are checked and click OK.

    13. Click OK to save your Receive Connector settings.


Adding SMTP account settings to NetHelpDesk

To get NHD to start sending emails:

    1. Put in the name of, or the IP Address of, your SMTP Server into the first field.

    2. If the port for sending emails via SMTP has been changed on your Exchange from the standard port 25, you can specify that port here. Please speak with your Exchange Administrator. The standard TLS port is 587.

    3. Enter the From/Reply Address of the mailbox that will be used to send emails from.

    4. If the mailbox uses Transport Layer Security (TLS) then check the checkbox. Ensure that the correct port is specified previously for this option.

    5. If you have to specify specific login details in order to send from that mailbox, then specify those here as well. Some mailboxes do not have this switched on, so again, speak with your Exchange Administrator to verify.

    6. Specify a test address to send a test diagnostic email to. Ensure that the account is external, rather than internal, to ensure there will be no issues moving forward.

Once you click OK, NetHelpDesk will be setup to send emails out from this default address.

If NetHelpDesk experiences any issues sending from this address, the Exchange or Mailbox you are using will return a standard error message to NetHelpDesk. If using Exchange, those will be listed here. If external, please consult your external email provider.


Common SMTP Error Messages

    535 Error: Authentication failed or any error with the word 'Authentication' in it

    The username and/or password specified in the settings are incorrect. Please check.

    A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.

    Usually that the incorrect SMTP port has been specified in the settings. The default is 25 for SMTP. If you are using TLS/SSL Setup, the default is 465. Alternatively, it will be a firewall on the server itself or the domain that is blocking the specified port.

    Unable To Relay

    Ensure you have setup the Receive Connector as specified above. You need to configure your Exchange server to allow messages to be sent onward as needed. See Google for details of mail relaying. e.g. http://www.msexchange.org/pages/article.asp?id=54

    Unrecognized Auth Type

    Remove Username and Password from the SMTP settings. Make sure SMTP details are in NetHelpDesk OR NHServer, and not both. Make sure these two are in place, and then shut down NHServer, and then restart NHServer.

    Cannot make connection as the target machine actively refused it

    Right click on the NHServer.exe and on the compatibility tab, ensure that it is set to run as Administrator. If this is greyed out, it’s either already set on, or restricted by, the accounts you are logged on the machine with.

    502 Error: Command Not Implemented

    Use TLS checkbox has been checked in the NetHelpDesk settings, but is not configured on the mailbox, or the mailbox you have entered does not exist at all.


Polling The Mailbox

Now that outgoing email has been configured, there are two final steps:

    1. The NetHelpDesk Server Program is called NHServer and manages the main interactions coming in and going out of the main NetHelpDesk Windows application.

    2. Open the NHServer program, and click Scan Once to make sure that scanning the mailbox is successful for incoming and outgoing. You may wish to set up some test email scenarios prior to this.

    3. Tabs to check: Error Tab. If any issues arise, this is the first place to check.

    4. If all ok, check the Incoming Email Log tab and the Messages Sent/Activity tab.

    5. If all ok, click Start Repeated Scan to turn this feature on, and the button will stay Stop.

PLEASE NOTE: For NetHelpDesk to import emails on an on-going basis, NHServer needs to be open and running on the same server that NetHelpDesk is installed on, and the Start Repeated Scan option turned on.

    6. If an authentication error appears, complete the Username and Password fields in N > Setup > Main Configuration as well, and retry the previous step.

    7. If all is well, check the Message Sent / Activity tab to see the email has gone.

    8. If you are still unable to send an email, the most likely cause will be security software or firewall configuration blocking connectivity on Port 25. You could use Telnet to try to connect to the SMTP server directly.

Our Support team are available to assist with anything you may need.

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