12/17/2009 4327 views
I am rushing through the trial of kbox and I am unable to figure out how users can email ( [email=helpdesk@kbox.domainname.com]helpdesk@kbox.domainname.com[/email] ) and the ticket gets submitted automatically. Emailing to the address generates undileverable message from the mail server. Is there some documentation or manual I can read that talks about that ?

I was able to submit the ticket from user portals. Any help would be appreciated.
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All Answers

You need to create mailboxes on your mail server for each help desk queue. Then, you setup the POP access in the queue. The KBOX then checks the account for new emails constantly and automatically generates tickets.

That is the easiest way to do it, but you can also setup the KBOX to run its own mail server. However, this involves modifying the configuration on your mail server.
Answered 12/17/2009 by: airwolf
Red Belt

Andy is correct. Using pop to an account on your mail server is the easiest way to send email to the help desk. If you want to send mail directly to that address, you have to get your mail server or mail client to recognize kbox as a valid smtp server. In the case of Exchamge, most often, you have to tell exchange that the kbox is valid by creating a virtual SMTP server and then create an alias in Exchange that maps through that virtual server.
Answered 12/17/2009 by: chrisgrim
Senior Purple Belt

I am still not able to set this up. I have enabled pop settings in the kbox. Have created a [email=support@domainname.com]support@domainname.com[/email] email address in exchange.
In helpdesk menu went under configurations and put in the email address as [email=support@kbox.domainname.com]support@kbox.domainname.com[/email] , alt email address as [email=support@domainname.com]support@domainname.com[/email] and all other login credentials. But when i send an email to this support a/c the tickets do not get submitted. Am i missing a step somewhere ?
Answered 12/18/2009 by: Bryanxyz
Senior Yellow Belt

I had issues with this initially as well... the account name is not enough for POP authentication, you must use the full email address (i.e. the username is support@domainname.com, not DOMAIN\support).
Answered 12/18/2009 by: airwolf
Red Belt

I know as with most Helpdesk managing systems if you wish for software to access a inbox in exchange you must enable MAPI on that box. Also Keep in mind to that if your are trying to relay with KBOX and your exchange server is 2007 or newer you might have to enter the IP address if your kbox into the exchange server to tell it that its ok for KBOX to smpt relay off it.
Answered 10/22/2010 by: mmattingly
Senior Yellow Belt