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Level 8

Incoming email not working

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Hello,

We've recently installed Web Help Desk and we use Exchange 2016 and the outgoing email seems to be working just fine because we receive emails when tickets are opened/closed/etc..  We were also trying to test ticket creation via email but that doesn't seem to be working.  We just have a basic helpdesk@company.com setup because we are not very big and only have a couple of techs.  Tickets are not being created when you email that email address.  We have the check boxes checked that enable tickets to be created via email and we get a green button when we update our incoming email settings and it says settings updated.  If we put in a bogus password it tells us unauthorized so we know it's talking to the mail server.

Any ideas on why tickets wouldn't be created?  Thanks in advance.

Jay

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1 Solution
Level 12

Are you able to log into that inbox with the credentials entered in the WHD config?  If so, do you see the messages there in the inbox?

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Level 12

Are you able to log into that inbox with the credentials entered in the WHD config?  If so, do you see the messages there in the inbox?

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Yes, we can log into that email and the messages are in the inbox unread.

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Got it to work!

I had an admin account in the login field under incoming mail accounts instead of the actual mailbox user.  Once I updated the account info it created tickets from the inbox.  Thanks