Support Email Configuration

Support Email Configuration

Support email configuration allows you to set up and manage email accounts used for customer support in EquiBillBook. Proper email configuration ensures support emails are received, processed, and responded to efficiently.

What is Support Email Configuration?

Support email configuration includes:

• Support Email Address: Primary email for support
• Email Server Settings: SMTP/IMAP configuration
• Email Routing: How emails are routed to support team
• Auto-responses: Automatic reply messages
• Email Templates: Response templates for common inquiries
• Email Integration: Integration with ticket system
• Email Forwarding: Forward emails to team members
• Spam Filtering: Filter spam and unwanted emails

Accessing Support Email Configuration

To configure support email:

1. Navigate to Settings → Support Settings → Support Email Configuration
2. You'll find email server and routing configuration options
3. Configure settings based on your email provider and requirements

Key Configuration Areas

1. Email Account Setup

Primary support email configuration:

• Support Email Address: support@yourcompany.com
• Email Display Name: Name shown in "From" field
• Reply-to Address: Where replies should go
• Email Provider: Gmail, Outlook, custom SMTP, etc.
• Email Verification: Verify email account is working

2. SMTP Configuration

Outgoing email server settings:

• SMTP Server: smtp.gmail.com, smtp.office365.com, or custom
• SMTP Port: 587 (TLS), 465 (SSL), or 25
• SMTP Username: Email address or username
• SMTP Password: Email password or app password
• Encryption: TLS, SSL, or None
• Authentication: Required authentication method

3. IMAP/POP Configuration

Incoming email server settings (for email-to-ticket):

• IMAP Server: imap.gmail.com or custom IMAP server
• IMAP Port: 993 (SSL) or 143 (TLS)
• POP Server: pop.gmail.com or custom POP server
• POP Port: 995 (SSL) or 110
• Username and Password: Email credentials
• Check Frequency: How often to check for new emails

4. Email Routing

How emails are processed:

• Create Tickets: Automatically create tickets from emails
• Route by Category: Route emails based on subject/category
• Assign to Agent: Auto-assign emails to support agents
• Email Threading: Group related emails together
• Email Parsing: Extract information from email content

5. Auto-Response Settings

Automatic reply configuration:

• Enable Auto-response: Send automatic replies
• Response Message: Auto-response email content
• Response Delay: When to send auto-response
• Response Conditions: When to send auto-response
• Personalization: Include customer name and ticket number

6. Email Templates

Response templates for common inquiries:

• Welcome Email: Template for new customer inquiries
• Response Template: Standard response template
• Resolution Template: Template for resolved issues
• Follow-up Template: Follow-up email template
• Template Variables: Dynamic content in templates

Step-by-Step Configuration

Step 1: Set Up Support Email Address

1. Navigate to Support Email Configuration
2. Enter support email address (e.g., support@yourcompany.com)
3. Set display name for "From" field
4. Configure reply-to address
5. Select email provider
6. Verify email account is accessible

Step 2: Configure SMTP Settings

1. Go to Support Email Configuration → SMTP Settings
2. Enter SMTP server address
3. Set SMTP port (587 for TLS, 465 for SSL)
4. Enter SMTP username (usually email address)
5. Enter SMTP password (use app password for Gmail)
6. Select encryption method (TLS recommended)
7. Test SMTP connection

Step 3: Configure IMAP/POP (Optional)

1. Navigate to Support Email Configuration → Incoming Email
2. Enable email-to-ticket if needed
3. Enter IMAP or POP server address
4. Set port (993 for IMAP SSL, 995 for POP SSL)
5. Enter email credentials
6. Set check frequency (every 5-15 minutes)
7. Test incoming email connection

Step 4: Configure Email Routing

1. Go to Support Email Configuration → Email Routing
2. Enable "Create tickets from emails"
3. Configure routing rules (by category, priority, etc.)
4. Set auto-assignment rules
5. Enable email threading
6. Configure email parsing rules

Step 5: Configure Auto-Response

1. Navigate to Support Email Configuration → Auto-Response
2. Enable auto-response
3. Create auto-response message
4. Set response conditions
5. Add personalization (customer name, ticket number)
6. Test auto-response

Step 6: Create Email Templates

1. Go to Support Email Configuration → Email Templates
2. Create welcome email template
3. Create standard response template
4. Create resolution template
5. Add template variables for personalization
6. Save templates

Step 7: Test Email Configuration

1. Send test email to support address
2. Verify email is received
3. Check if ticket is created (if enabled)
4. Verify auto-response is sent
5. Test email sending from system
6. Review email logs for errors

Step 8: Save Settings

Click "Update" or "Save" to apply your email configuration.

Email Provider Specific Settings

Gmail Configuration

• SMTP Server: smtp.gmail.com
• SMTP Port: 587 (TLS) or 465 (SSL)
• IMAP Server: imap.gmail.com
• IMAP Port: 993 (SSL)
• Note: Requires app password (not regular password)
• Enable "Less secure app access" or use OAuth

Outlook/Office 365 Configuration

• SMTP Server: smtp.office365.com
• SMTP Port: 587 (TLS)
• IMAP Server: outlook.office365.com
• IMAP Port: 993 (SSL)
• Use OAuth for authentication (recommended)

Custom SMTP Configuration

• SMTP Server: Your mail server address
• SMTP Port: As provided by hosting provider
• Encryption: As required by server
• Authentication: Username and password

Best Practices

• Security: Use app passwords or OAuth instead of regular passwords
• Testing: Test email configuration thoroughly before going live
• Monitoring: Monitor email delivery and receipt regularly
• Templates: Create professional email templates
• Auto-responses: Set clear expectations in auto-responses
• Spam Prevention: Configure SPF, DKIM, and DMARC records
• Backup: Keep backup email configuration
• Documentation: Document email configuration for team

Troubleshooting

Cannot send emails?

• Verify SMTP settings are correct
• Check SMTP port and encryption settings
• Verify username and password are correct
• Test SMTP connection
• Check firewall and security settings
• Verify email provider allows SMTP access

Emails going to spam?

• Configure SPF records for your domain
• Set up DKIM signing
• Configure DMARC policy
• Use authenticated email sending
• Avoid spam trigger words in emails

Not receiving support emails?

• Verify IMAP/POP settings are correct
• Check email account credentials
• Verify email-to-ticket is enabled
• Check email check frequency
• Review email logs for errors

Auto-response not sending?

• Verify auto-response is enabled
• Check auto-response conditions
• Verify email sending is working
• Review auto-response settings
• Test auto-response manually

Important Notes

• Keep email credentials secure - never share them
• Use app passwords for Gmail instead of regular passwords
• Test email configuration before using in production
• Monitor email delivery and receipt regularly
• Keep email templates professional and helpful
• Configure spam prevention (SPF, DKIM, DMARC)
• Have backup email configuration ready

Additional Resources

For related information, see:

• Support Ticket Settings article
• Support Contact Information article
• Email Notifications article
• SMTP Configuration article

Proper support email configuration ensures efficient email-based customer support. Configure email settings carefully and test thoroughly before going live!