Corporate mailboxes, such as [email protected] can be configured on Helpdesk Pilot as individual categories so that each incoming email from your customers are converted into a uniquely identifiable ticket and routed into a specific category.

To have email integration enabled on your Helpdesk Pilot account, your category needs to be linked to a valid email ID. Depending on your Helpdesk Pilot edition, you can add multiple categories, each with its individual email ID (such as [email protected] or [email protected]).

Your Helpdesk Pilot account has a built-in mail server with a unique email ID, based on the chosen account name. This email ID is linked to a Default Category which is automatically created when your instance is set up.

For each corporate mail box that you wish to add, you will need to follow these steps:

1. Create a Category, linked to that Email ID

Let's assume you wish to add [email protected] as a forwarding type category on your instance; choose a preferred name, category specific details and then enter the email address under the Incoming Mail Options section, mail box type should be "Email Forwarding"

2. Add a forwarding/redirect rule on your mail server

Emails sent to [email protected] need to be automatically forwarded to your unique Helpdesk Pilot email ID. Helpdesk Pilot's built in mail server intelligently routes incoming mails to the relevant category, based on the mail ID they're forwarded from. In this manner, communication between Helpdesk Pilot and your customers is always "from" the relevant category email address.

If your mails are hosted on Rackspace mail servers, please take a look at this article to know how to set up forwarding. 

If you're adding a MS Exchange email ID, click here.