Only Administrator users can modify email settings.

Polar Help Desk allows you to create new incidents or to update existing ones by sending a simple email. To enable this feature you must do the following:

1. Go to the Administration/Email Accounts in the main menu.
2. Click on the Default Email Account.
3. Enter the connection information for email servers you will use to send and receive emails.
4. Select what will happen with the received emails, will they be left as they are or converted to incidents, and will the contacts be automatically created based on sender email address.

Emails are downloaded at regular intervals. These intervals are managed by the Scheduler. If you wish for emails to begin downloading immediately, you must:

1. Go to the Administration/Scheduler in the main menu.
2. Click on the Force Scheduler button.

Note that the scheduler may already be running, in which case clicking the Force Scheduler button will not have any effect.

Deciding what Email Account will be used by your Teams

Once incident is received and a member of the support personnel responds to it, email notifications are sent. Sender email address and what email server will be used to send these notifications can have significant impact on how well your support is organized.

Polar Help Desk allows you to use multiple Email Accounts. This allows you to download emails from multiple sources such as support@company.com and sales@company.com. Email that arrives to support may have been intended to sales. Support personnel will fix this by simply switching the team from Support Team to Sales Team. This leaves only one problem to resolve, which email server address will the notifications be sent from.

To resolve this, you can assign Email Account to Team by going to Teams in the main menu and selecting appropriate team. All incidents assigned to this Team will be sent using the Email Account selected for this Team.

Email Automation

You can choose different modes of work when creating incidents from emails.

1. Forward emails to waiting list – Any email received from the email server is sent to the waiting list. The staff must convert emails into incidents manually from the waiting list.
2. Convert emails to incident if user exists – If the address from which the email is sent is found in the database a new incident is opened. If it is not found, the email goes to the waiting list.
3. Convert emails to incident and register user if it doesn't exist – Any emails received from the server are opened as incidents, and contacts created if they do not exist. Please note that using this mode you risk opening incidents from junk email and spam.