Incoming Emails

By default, emails sent to your help desk email will create a ticket if sent by any of the staff. If the email was sent from an email that does not belong to your staff, then the email is quarantineed in the incoming sandbox. This is done to prevent spam and other outside emails from creating help tickets erroneously. These emails can be reviewed, and if valid, can be converted to a ticket.

There are numerous actions available for each incoming email.

• Add Ticket -The incoming email can be added as a ticket. This will convert the email to a ticket with the created by set to the sender of the email. No other actions are taken. All future emails from this sender will be saved in the incoming sandbox.
  
  
• Add Staff - The incoming email can be added as a ticket, and the sender of the email will be added as a staff to the company. This will convert the email to a ticket and the created by will be set to the newly added staff. All future emails from the sender will automatically create tickets.
  
  
• Mark as Spam - An incoming email can be blocked as spam. Either the specific email or the domain of the email can be blocked. If the specific email is blocked, all future emails from the email will be blocked and not shown in incoming. If the domain is blocked, then all emails from the domain will be blocked.
  
  
• Remove - The email is removed from the list. All future emails received from the sender will create an email in the incoming tab.

If this email protection is not wanted, Genuity can be configured to allow all incoming emails to create a ticket. Please note this will allow all emails to create tickets. For some, this is an acceptable risk. For others, this is completely unacceptable.