1. Head over to Admin > Tickets > Preferences
2. Replace the default inbound email alias to your existing email address that you'd like to use instead of the default. See the screenshot below.
3. Go to your own email account settings, and have it forward all emails to your default "firstname.lastname@example.org" - You must do this to have the forwarding emails populate in the Leads section!
SPF (Email Security) - Keep yourself out of spam foldersSPF is a special DNS record you need to create so that other mail servers know we are allowed to send email on your behalf. You probably already have a record created, for example with Office 365 it looks like:
v=spf1 include:spf.protection.outlook.com -allIf you want to add our server as permitted to also send on behalf of your domain, you should add our IP like this:
Our IP: 22.214.171.124
Example new SPF record:
v=spf1 include:spf.protection.outlook.com +ip4:126.96.36.199 -all
Adding the above record basically says for your domain, that outlook.com server and our IP are allowed to send on your behalf.
You basically just insert "+ip4:188.8.131.52" into the middle of your existing record, or if you don't have an existing record, make a new DNS record like:
DNS Record Type: TXT
v=spf1 +ip4:184.108.40.206 -all
On to the guided tour
After following these steps, the software will send ticket updates with your own email as the "from" address. When a customer replies, it will be sent to your own email account, and forwarded back to the software, which will recognize the email, and log it in the correct ticket.
Here is a screenshot for step #2:
If an email comes to this address that has a from address not recognized by the system, we put it in your inbound email log. Visit your Inbound Email Log in Admin > Reports > Email and SMS to see all the emails that have come to your alias.
If you use Google Apps, another way to have this work would be to setup a Group - and put your alias in the group as a member.
You can also use the simple 'email forwarding' in gmail as well. See this help document
In Exchange, you could make a contact and give it this email address or have a mailbox forward a copy of its mail to the contact pointing to our alias.
Here is a full example:
2. Create a new group
3. Be sure you have it set to allow email from the internet
4. Click to add members/destinations
5. Add our email alias, and OPTIONALLY yourself or some other destination where you want to monitor the replies "just in case"
That will work just like that, and if you enable leads - they will start flowing.
Contact us if you get stuck on any of these steps - thanks!