Default Incoming Mail Accounts | Why Request Type requirement?

G.I.Jones

I see that I need the Default Incoming Mail Account for functionality, or at least I can't delete it, or leave it unconfigured. I'm struggling with the fact that there is a "Request Type" requirement when configuring it.

Our department handles all Request Types. So I'm curious.

I noticed that I don't need to create a new "Incoming Mail Account" for each Request Type, because during testing, any type selected on the Client Portal is coming through, I'm just wondering what's the best practice here?

Am I missing a checkbox somewhere?

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Accepted answers

percyplant

New tickets will need to go somewhere, so you'll need a Request Type for them to fall into. As you don't know what type of support you'll need to have landing request type. So if you have 'General IT' as your landing Request Type for incoming email. If that new ticket is for Networks then you'll have to manually move the ticket from General IT to Network request type, and one for Software and one for Hardware etc... You could use Action Rules to look at the subject and body of each new ticket to move it automatically, but you'll still need somewhere for ticket to be created first of all.

Email Updates to existing tickets will get attached as notes to the ticket no. found in the subject of the email regardless of the Request Type each ticket is located in.

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percyplant

Email Updates to existing tickets will get attached as notes to the ticket no. found in the subject of the email regardless of the Request Type each ticket is located in.

G.I.Jones

Thanks, I made a "Queue" Request type that is hidden from clients and tied that to the Incoming Mail account.