Skip to main content

Email Importing

Email importing allows Help Desk Departments to accept inbound email requests and automatically convert messages into tickets.

This guide covers configuring POP3 or IMAP mailbox importing for traditional email providers (Microsoft Exchange, Office 365, generic mail servers). For Google Workspace, see Email Importing - Google.

Permission Required

To configure email importing, you need the Manage Settings permission assigned to your role.

Overview​

Email importing allows a department mailbox to receive messages and automatically create or update tickets.

How it works:

  1. User sends email to department address (e.g., techhelp@district.org)
  2. Manage1to1 imports message from mailbox during scheduled import cycle
  3. System creates new ticket or updates existing ticket if replying to thread
  4. Imported message is deleted from mailbox after successful processing
  5. Support staff manages ticket through Manage1to1 interface
  6. Replies sent through Manage1to1 are emailed to requester

What you'll need:

  • Dedicated mailbox for each department
  • Mail server hostname and port (POP3 or IMAP)
  • Mailbox credentials (email address and password)
  • Mail server must support POP3 (port 110/995) or IMAP (port 143/993)
important

Imported messages are deleted from the mailbox after successful import and ticket creation. Use a dedicated mailbox that is not shared for other business purposes.

Configuration Steps​

Step 1: Create dedicated mailbox​

Before configuring email importing in Manage1to1, create a dedicated email account on your mail server.

Best practices:

  • Use descriptive address matching department purpose (techsupport@district.org, facilities@district.org)
  • Do not share mailbox for other purposes (all messages will be imported and deleted)
  • Configure mailbox with sufficient storage quota
  • Disable automatic forwarding or filtering rules
  • Enable IMAP or POP3 access if required by your mail server

Step 2: Gather mail server information​

Contact your IT department or mail administrator to confirm:

Required information:

  • Hostname: Mail server address (e.g., mail.district.org, outlook.office365.com)
  • Port: POP3 (110/995) or IMAP (143/993)
  • Protocol: POP3 or IMAP
  • SSL/TLS: Whether secure connection is required (recommended)
  • Authentication: Username/password format (usually full email address)

Common mail server settings:

ProviderHostnameProtocolPort (SSL)
Office 365outlook.office365.comIMAP993
Exchange (on-prem)mail.yourdomain.comIMAP993
Gmail/Google WorkspaceUse Google OAuth instead--
Generic IMAPmail.yourdomain.comIMAP993
Generic POP3mail.yourdomain.comPOP3995
note

For Gmail or Google Workspace, use Google OAuth importing instead of traditional credentials for enhanced security and easier management.

Step 3: Configure department mailbox​

  1. Navigate to Settings > Help Desk Settings
  2. Open Help Desk Departments tab
  3. Edit the department you want to configure for email importing
  4. Scroll to Mail Server Configuration section
  5. Select Generic as the provider
  6. Enter the following information:
    • Mail Server Hostname: Your mail server address
    • Port: POP3 or IMAP port number
    • Email Address: Full mailbox email address
    • Password: Mailbox password
  7. Select Save Settings

Step 4: Verify connectivity​

After saving, Manage1to1 validates mailbox connectivity.

If validation succeeds:

  • Configuration is saved and email importing begins on next import cycle
  • Test by sending email to department address and verifying ticket creation

If validation fails:

  • Confirm hostname and port are correct
  • Verify email address and password
  • Check that IMAP/POP3 access is enabled on mailbox
  • Confirm firewall rules allow outbound connections from Manage1to1 server
  • Contact Manage1to1 Support if connectivity issues persist
note

Email importing runs on regular intervals (typically every 5-15 minutes). New messages may take several minutes to appear as tickets depending on import schedule.

Testing Email Importing​

After configuration, verify email importing works correctly:

  1. Send test email to department address from external account
  2. Wait for import cycle (5-15 minutes typically)
  3. Check Help Desk for new ticket matching test email subject
  4. Reply to ticket through Manage1to1 interface
  5. Verify email delivery - Check that reply arrives at original sender's inbox
  6. Check sender address - Confirm reply shows department sender email as From address

If test ticket is not created:

  • Verify import cycle has run (wait 15-20 minutes)
  • Check mailbox via webmail to confirm test email arrived
  • Review validation errors during department save
  • Contact Manage1to1 Support for import log review

Best Practices​

Do:

  • Use dedicated mailboxes for each department
  • Configure descriptive sender email addresses
  • Test after initial configuration
  • Document mail server settings for future reference
  • Use SSL/TLS ports when available (993 for IMAP, 995 for POP3)

Don't:

  • Share department mailbox for other purposes
  • Reuse same mailbox across multiple departments
  • Configure forwarding rules on department mailbox
  • Store important non-ticket messages in department mailbox
note

If mail server details are not configured, the department remains usable for internal ticket workflows but will not receive email-based tickets or replies.

Common Questions​

Q: How often does Manage1to1 check for new emails? Email importing runs on regular intervals, typically every 5-15 minutes. Contact Manage1to1 Support for your specific import schedule.

Q: What happens to emails after they're imported? Imported emails are deleted from the mailbox after successful ticket creation. This prevents duplicate tickets and keeps mailbox storage manageable.

Q: Can I use the same mailbox for multiple departments? No. Each department must have its own unique mailbox. Using the same mailbox causes routing issues and prevents proper ticket attribution.

Q: Will attachments be imported with the email? Yes, email attachments are imported and attached to the ticket. Attachment types are restricted by settings configured in the General Tab.

Q: What happens if someone replies to a ticket email? If the reply includes proper ticket reference (typically in subject line), the message updates the existing ticket. If reference is missing, a new ticket may be created.

Q: Can I use Gmail or Google Workspace mailboxes? Yes, but use Google OAuth importing instead of traditional credentials for better security and easier management.

Q: What if I need to change the mailbox password? Edit the department configuration, update the password field, and save. The new password takes effect immediately for subsequent import cycles.

Q: Will email importing work with multi-factor authentication (MFA)? Traditional POP/IMAP importing may not support MFA depending on mail server configuration. For Google Workspace with MFA, use Google OAuth importing. For other providers, configure app-specific passwords or service accounts exempt from MFA.

Q: Can users see tickets submitted by other people to the same department? Users can only see their own tickets unless they are assigned as administrators to the department. Administrators see all tickets for departments they are associated with.

Related articles

Loading…