Setting up your email channel

NABD allows you to designate an email address to accept and load cases into NABD from your customers. These incoming emails 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 email address, password, and email 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 email provider's website.

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

To set up your email channel:

  1. From your left main menu, select Channels.

  2. From the Channels menu, select Channels configuration.

  3. On the Channels configuration page, look for the Email accounts box and click Add.

  4. On the Channels Configuration Email Capture Update page, add the following information for the email address that will be capturing incoming case information:

    Email address that you want to use as your main support email address in the Email Address field. This will be your contact email for all support issues via NABD.

    S
    upport email address password in the Email Password field.

    POP3 server address for your incoming email provider in the Incoming mail server field.

    POP3 server port for your incoming email provider in the Incoming mail port field.

    SMTP server address for your outgoing email provider in the Outgoing mail server field.

    SMTP server port for your outgoing email provider in the Outgoing mail port field.

    .

  1. Check the SSL box if your incoming support email address is using SSL protocol.

  2. Check the Automatic Email Retrieval settings.

  3. If you're entering more than one email address, click Save and enter the page information for the next email address.

  4. When you're finished, click Save and close.




    This email address is now set up to capture incoming cases from customer emails.

    Once you set up your email channel, you can view your incoming emails (including the date/time received and the email subject line) on the Channels feeds review page.