Email

As an administrator, you can add, edit, enable/disable or delete inbound and outbound email channels.

Inbound channels receive emails from users and generate tickets from them. Outbound channels send emails from Pureservice to the users, e.g. with updates regarding tickets.

Set as default email channel

The first outbound email channel added is automatically set as the default channel. If you have two or more outbound channels in the list, you can choose which channel to set as default by pressing the “Default” button. Inbound channels are “listening” for requests for the helpdesk. Hence, you cannot set a default inbound channel.

Enable / disable a channel

It is possible to deactivate/disable a channel without removing it from the helpdesk. Simply press “Off” to do so. To activate/enable the channel again, press “On” .

The background colours of the buttons indicate whether a channel is enabled or disabled. If a channel is enabled, the background colour of the “On” button is green. If a channel is disabled, the background colour of the “Off” button is dark grey.

To get a clearer overview of the enabled channels, press “Hide disabled”.

Delete a channel

Press to the right of a channel to remove it permanently.