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Helpdesk - Email Channel vs Notifications Email

Hi there

In the helpdesk module there are two place to enter email server and credentials:

1. Channels > Email
2. Notifications > Email

I have configured and added a dedicated email account in the Channel section.

But what happens in the Notifications section... I understand that this will send out notifications from the helpdesk. 

• Doesn't the Channel Email section already do that as it processes the ticket?
• Should I provide the same account in both sections?
• Or should I have a second dedicated account for the Notifications?

Thanks for any advice on this.

 

 

Robert
asked 12/04/2020 06:45

• Helpdesk

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1 Answer(s)

• answered 12/04/2020 09:11

  

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  1. Channels > Email is for opening ticket in Live Helpdesk through Email channel
  2. Notifications > Email is for notification purpose

  • Doesn't the Channel Email section already do that as it processes the ticket?

  You have to specify Notification > Email separately to send notifications

  • Should I provide the same account in both sections?
  • Or should I have a second dedicated account for the Notifications?

  You don't need second dedicated account, You can provide the same account in both sections. 

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  replied 12/05/2020 02:47

  Thanks for the reply. I've added the same account in both places.

  I can successfully create a ticket and the agent can reply from the helpdesk module interface. 

  I can also reply as the customer via email to the ticket. 

  The agent also receives the ticket on his email. 

  Is the agent also meant to be able to reply directly via email, or must the agent always use the module interface on the website?

  Regards
  Rob

   

   

  

  replied 12/05/2020 07:18

  Answering myself - Yes, the agent can respond to tickets from their own inbox and not necessarily through the web UI.

  Good stuff.

  Rob

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