Setting up your e-mail channel

Wowdesk allows you to designate an e-mail address to accept and load cases into Wowdesk from your customers. These incoming e-mails are automatically converted to cases approved by your support center administrator and will be sent to the appropriate location based on the custom routing rules you define.

You'll need an e-mail address, password, and e-mail host name and port number to set up this feature. If you don't know the server address and port, check the support section of your e-mail provider's website.

Once set up, you can view your incoming e-mail information (including the date/time received and subject) on the Channels feeds review page.

To set up your e-mail channel:

1. From your left main menu, select Admin.
   
   

2. Select Channels.
   
   

3. On the Channels configuration page, look for the e-mail accounts box and click Add.
   
   

4. On the Channels Configuration e-mail Capture page, you can either create a mailbox on our mail server "Default mail server" or add your own mail server configuration by selecting "User your own mail server".

5. Add Account Name if you will use our mail server and the created mailbox will be like mailbox1@<your-sub-domain>.wowdesk.com.

6. Add the following information for the e-mail address that will be capturing incoming case information in case of selecting "Use your own mail server" option:
   
   e-mail address that you want to use as your main support e-mail address in the e-mail Address field. This will be your contact e-mail for all support issues via Wowdesk.
   
   Support e-mail address password in the e-mail Password field.
   
   POP3 server address for your incoming e-mail provider in the Incoming mail server field.
   
   POP3 server port for your incoming e-mail provider in the Incoming mail port field.
   
   SMTP server address for your outgoing e-mail provider in the Outgoing mail server field.
   
   SMTP server port for your outgoing e-mail provider in the Outgoing mail port field.
   
   

5. Check the "Incoming server requires an encrypted connection (SSL)" box if your incoming support e-mail address is using SSL protocol.

6. Check the "Reply from Channel" box if you need to reply to the customer via same support e-mail channel.

7. Check the "Outgoing server requires an encrypted connection (SSL)" box if your outgoing support e-mail address is using SSL protocol.

8. Check the "Automatic e-mail Retrieval" settings, if you need to automatic open case for the incoming e-mail on the channel.

9. Change "Email Retrieval Period", if you need to change the default period of accessing your channel.

10. Check "Allow open case for non-registered customers", if you need to open cases for the non-registered customers.

11. Check "Send registration e-mail to the customer", if you need to send the customer the login information to the portal to track the opened cases.

12. If you're entering more than one e-mail address, click Save and enter the page information for the next e-mail address.

13. When you're finished, click Save and close.
    
    
    This e-mail address is now set up to capture incoming cases from customer e-mails.
    
    Once you set up your e-mail channel, you can view your incoming e-mails (including the date/time received and the e-mail subject line) on the Channels feeds review page.