Each Redmine project can contain specific Helpdesk settings, including different incoming email and server settings
Address in field From address should generally be the same as user name in your outgoing mail settings. In most cases, you will not be able to use an email like "no-reply@example.com" and at the same have "helpdesk@example.com" as a user name in your outgoing mail settings. Most mail servers (like Gmail, Yahoo, Yandex, etc.) don't allow fake addresses in FROM field to avoid spam attacks. If you have your own server and your system administrator allowed fake addresses you may use different addresses in FROM field.
Note: Helpdesk and CRM modules have to be enabled for specific project in Project > Settings > Modules
Rules settings
| From address | should contain sender address, in common cases this address using for receiving mail. May contain a name - John Smith <support@mail.com> or macro {%response.author%} <support@mail.com>, {%response.author.first_name%} <support@mail.com>. Other macros can be used as well. Please note: this e-mail should be the same as the e-mail that will be used for sending e-mails. If you want to have it different please check that your e-mail server allows fake e-mail addresses in FROM field. In another case, real sending e-mail will be added to FROM field automatically. |
|---|---|
| Answered ticket status | this status will be selected in the Status field automatically, after check "Send a note by email...". (if workflow does not restrict that change) |
| Reopen ticket status | this status will be assigned to issue after any answer from the client to this issue |
| Ticket tracker | a tracker that will be associated with all helpdesk tickets in this specific project. It will be added automatically if the ticket is created from e-mail and it should be chosen if you want to create a helpdesk ticket manually. If this tracker is chosen 4 new fields are added to issue creating editor |
| Assign ticket to | responsible Redmine user (or group) for an issue |
| Ticket lifetime | sometimes clients send new questions as an answer to an old email from support. With this param will be created new issue if the last response older than X days. A detailed guide for this feature, describing all the 3 possible configurations could be checked here |
Contacts settings
| Contacts whitelist | If the email sender does not exist in Redmine as a contact, the email will be ignored. Contact can exist in any project of Redmine (only if multi-cross contacts relations are allowed) |
|---|---|
| Blacklist emails | emails with such addresses will be ignored. Lines can contain regexp |
| Add tags after create | If there is no such contact in Redmine, it will be created with tags |
Mail server settings
| Protocol | mail server protocol |
|---|---|
| Host | mail server host. Set automatically for Gmail and Yahoo protocols |
| Port | mail server port. Set automatically for Gmail and Yahoo protocols |
| User name | mail server login |
| Password | mail server login password |
| IMAP protocol | |
| IMAP folder | folder for getting mail. By default INBOX folder |
| Move on success | folder for moving mail after success handling. Will be added IMAP flags SEEN, DELETED. Not necessary for Gmail |
| Move on failure | folder for moving mail after failure handling. Will be added IMAP flags SEEN. Not necessary for Gmail |
| POP3 protocol | |
| Delete unprocessed messages | if helpdesk can't handle email (by any reason) it will be deleted |