Help Desk Mail-in Server

LBE Helpdesk Mail-in Server integrates with the following helpdesk products:

• LBE Desktop Helpdesk
• LBE Web Helpdesk

Set the mail-in server running on a machine which also has Outlook 98 or later (not Outlook Express) installed. Outlook should be set to retrieve messages for e.g. helpdesk@yourcompany.com.

The mail-in server periodically checks the inbox and process all e-mails which are determined to be helpdesk e-mails (depending on the e-mail subject). For example, one of your users might send the following e-mail to create a new Helpdesk Job in their name:

To:helpdesk@yourcompany.com
Subject: New Helpdesk
Message: Keyboard os typong o onstead of o!!!

Once this is received, the mail-in server recognizes it as a helpdesk message (because you have told it that the subject for new helpdesk e-mails is 'New Helpdesk'). It connects to the same helpdesk database used by our Desktop or Web helpdesk and creates a new Helpdesk Job, then replies to the sender with a confirmation. It will also notify your helpdesk staff

The mail-in server can deal with 3 types of incoming email. It can:

• Create a new Job
• Update one of the sender's existing Jobs
• Get the current status of one of the sender's Jobs

The mail-in server uses the sender's email address to identify the correct record in in the Customer Contacts. This ensures that a person can only update or get the status of their own jobs. If the mail-in server can't find them, it will create a new Customer Contact record.

Installation:

You must have already installed either our Web Helpdesk Software or our Desktop Helpdesk Software .

Download the 45 day trial. This is identical to the version you purchase with the exception that you can only use it for 45 days.

1. Run the setup.exe in the downloaded zip file on a single machine that has Outlook installed.
2. The default email account in Outlook should be the one which your users will send helpdesk messages to, (e.g. support@yoursite.com).
3. Run the Mail-in server and configure it (see the supplied help file).
4. Your users can then send an email in the format required (please see the supplied help file) and the Mail-in server will process them