Active for all customers

When the entering of requests and discussion posts is enabled for all customers, all of them have access to e-mail address connected with CDESK (e.g. service.provider@gmail.com). All e-mails sent to this address will create new requests or they will be assigned as a discussion posts in request.

In CDESK, new request are assigned to particular customers, based on an e-mail addresses saved in white list, addresses entered during registering of new computers or e-mail addresses in customer’s account. Creation of new request or new discussion post ist notified by an e-mail back to customer and to assigned CDESK operator.

Settings procedure:

1. Recommendation: Choose the address with your domain, which your customers doesn’t know yet, to avoid wrong assingning of new requests in CDESK. Customers who are not in CDESK would receive error message after sending an e-mail message to an address connected with CDESK.

2. Address with you domain, which you choose for receiving to CDESK, forward to address cdesk@domain_of_CDESK_server.xy. It will add this address to ALL emails from CDESK as an address for reply.

3. Set this address in Admin zone -> Main menu -> Global settings -> Message processing -> part Email settings – Sender’s address in emails from CDESK.

4. Choose your existing address for forwarding of unauthorized messages and also the text of this error e-mail. These settings can be found via maintainer account in Admin zone -> Main menu -> Global settings -> Message processing, part Global settings for processing of CDESK messages by emails, form Receiver address for forwarding of unauthorized emails to CDESK

After the address is set, in case of an unauthorized e-mail, notice will be sent to this address and to the sender. Subject of this message will begin with “CDESK ERROR...”.

5. Enable e-mail processing for all customers in CDESK. Setting the processing for particular customers can be found in article Entering of new Requests into CDESK via e-mail. 

For settings, check all customers in Admin zone -> Main menu -> Customers – settings and click the button Edit selected. Then switch the Enable entering via email address to “Enabled”, as it is displayed on following two pictures.

6. Set the priority for new entered requests from high importance e-mails (e-mails with red exclamation sign) via maintainer’s account in Admin zone -> Main menu -> Global settings -> Message processing, part Global settings for processing of CDESK messages by emails, form Receiver address for forwarding of unauthorized emails to CDESK

7. Now you are ready to enter new requests and discussion posts to requests via e-mails.

Tip: Discussion post as a response to an e-mail from CDESK is accepted from all users at customer in CDESK, which has enabled the processing of e-mails to CDESK.