Email setup

[rossm]

Hello all,

Using the hosted service and i have a quick question

im looking to use 2 email addresses to make tickets

one is sales@mydomain.com the other is support@mydomain.com

if i email sales it will go to the sales department staff and make a sales ticket
and if i email support it goes to the support staff/ticket system.

To do this i need to make a forwarder for to send any emails sent to support@mydomain.com to support@mydomain.helpserve.com

I have done this without any problems but i assume i need to do the same with sales@mydomain.com and forward that to support@mydomain.helpserve.com ? if so...im not sure i can do that under my setup as it wont allow me to forward more than one email address to the same place.

Any ideas or am i doing it the wrong way (more than likely)

Thanks in advance

[craigbrass]

The best way would be to setup two remote mailboxes. One for sales and one for support. You could then setup a POP mail pull inside Kayako.

Remember to ask support to setup you a cron tho.

[rossm]

thanks for the tip

so i couldnt just setup an email forwarder to sales@mydomain.helpserve.com (i assume because no such email excists)

i was thinking of having
Sales
Support
as my 2 departments to handle any tickets - perhaps i need to look at the pop option.

I doubt this is a strange way of doing it - dont i just need sales@mydomain.helpserve.com added to my hosting account?

[craigbrass]

I think you can request additional addresses @yourdomain.helpserve.com but POP pulling is better as it is one step rather than two steps (forwarding then piping).

[Siora]

Originally Posted by craigbrass

I think you can request additional addresses @yourdomain.helpserve.com but POP pulling is better as it is one step rather than two steps (forwarding then piping).

Steve told me that piping is better and faster and told me to switch from POP to PIPE. Any idea why that may be?

[Jamie Edwards]

Originally Posted by craigbrass

I think you can request additional addresses @yourdomain.helpserve.com but POP pulling is better as it is one step rather than two steps (forwarding then piping).

The way you are thinking, POP3 and Piping are pretty much the same - although your estimation of how mail delivery works is wrong.

If we're going to go down that route, Piping should be considered a 'two step process' and POP3 polling a 'three step process':

• Piping: (1) Mail comes into the server, is picked up by (e.g.) Exim, which matches an alias (2) and performs the given action (in this case a pipe).
• POP3: (1) Mail comes into the server, is picked up by (e.g.) Exim and forwarded to a given POP3 box (2) for that e-mail address. SupportSuite then connects to the mail server and polls (3) from the appropriate POP3 box.

@Siora; Steve is right that it is 'faster' in that you do not have to wait for mail to come into SupportSuite, the time between mail coming into the server and being parsed by SupportSuite should be at the most a matter of a few seconds.

The choice between POP3 and Pipe methods do not affect the parsing time of each e-mail message.

However, POP3 is regarded as 'slower' because:

• The POP3 box is only polled at intervals
• The POP3 box may be external, so a small amount of time is lost to connection and negotiation
• Mail is pulled in in batches, where each mail is parsed one at a time

[craigbrass]

The steps of the mail being picked up by the other server and then forwarding it to Kayako's servers have to be added in in this case is the point I was trying to make.

Anyway, 5 minute crons, there isn't going to be much of a delay!