The “Configure” section allows you to customize the Watchmail feature and create projects, templates, and tags to work with the tickets.

To view the configuration of the Watchmail feature, go to the Watchmail > Configure section.

Departments Tab

Projects Tab

Templates Tab

Tags Tab

Setup Tab

Departments Tab

To view and manage the list of the departments, go to the “Departments” tab.

The list of departments contains the following information:

  • ID: The unique identification number of the department.

  • Status: The status of the department (Active/Disabled).

  • Department: The name of the department.

  • Creation Date: The date of the department creation.

You can narrow down the search results by using the following filters:

  • Department: Enter the name of the department.

  • Status: Select the status of the department.

To add a new department to the list, click the “Add New Record” button and fill in the following fields:

  • Title: Enter the name of the department.

  • Status: Select the status of the department.

Click the “Add” button to complete the action.

You can edit the title and status of the department by clicking the “Edit” button in the “Action” column.

To remove the department from the list, click the “Delete” button in the “Action” column.

Projects Tab

To view and manage the list of projects, go to the “Projects” tab.

The list of projects contains the following information:

  • ID: The unique identification number of the project.

  • Name: The name of the project.

  • Domain: The name of the domain related to the project.

  • Reply From Email: The email address from which the reply is sent.

  • Sender Name: The title for the reply.

  • Primary: The identification of the project is set as primary.

You can narrow down the search results by using the following filters:

  • Name: Enter the name of the project.

  • Domain: Enter the name of the domain.

  • Reply From Email: Enter the email address from which the reply is sent.

  • Primary: Select the primary setting of the project.

To add a new project to the list, click the “Add New Record” button and fill in the following fields:

  • Name: Enter the name of the project.

  • Domain: Enter the name of the domain.

  • Reply From Email: Enter the email address from which the reply is sent.

  • Sender Name: Enter the title for the reply.

Click the “Add” button to complete the action.

To configure the project, click the “Edit” button in the “Actions” column.

To remove the project from the list, click the “Delete” button in the “Actions” column.

To set the project as primary, click the “Disabled” icon in the “Primary” column.

Templates Tab

To view and manage the list of templates, go to the “Templates” tab.

The list of templates contains the following information:

  • ID: The unique identification number of the template.

  • Status: The status of the template.

  • Name: The name of the template.

  • Project: The name of the related project.

You can narrow down the search results by using the following filters:

  • Name: Enter the name of the template.

  • Project: Select the project.

  • Status: Select the status.

To add a new template to the list, click the “Add New Record” button and fill in the following fields:

  • Name: Enter the name of the template.

  • Project: Select the name of the related project.

  • Status: Select the status of the template.

  • Body Text: Enter the additional information.

Click the “Add” button to complete the action.

To configure the template, click the “Edit” button in the “Actions” column.

To remove the template from the list, click the “Delete” button in the “Actions” column.

Tags Tab

To view and manage the list of tags, go to the “Tags” tab.

The list of tags contains the following information:

  • ID: The unique identification number of the tag.

  • Name: The name of the tag.

You can narrow down the search results by using the following filters:

  • ID: Enter the unique identification number of the tag.

  • Name: Enter the name of the tag.

To add a new tag to the list, click the “Add New Record” button, enter the name of the tag, and select the class. Click the “Add” button to complete the action.

To configure the tag, click the “Edit” button in the “Actions” column.

To remove the tag from the list, click the “Delete” button in the “Actions” column.

Setup Tab

To activate the Watchmail feature and manage the connection settings, go to the “Setup” tab.

To set the IMAP Connection, select one of the options from the drop-down list.

To set the SMTP Connection, select one of the options from the drop-down list.

Read more about Connection Settings in our Knowledge Base article.

To activate the Watchmail feature, select the “Active” option from the “Enable Watchmail” drop-down list.

Enable the “Tag chains by system events” option to tag tickets when the subject matches the system event.

To view the list of system events, go to the System management > System Notifications > Event Notifications section.

Read more about Event Notifications in our Knowledge Base article.

Enable the "Tag chains by keywords" option to tag tickets when the subject matches the keywords.

You can add a rule to where the system compares the ticket subject and the tag to the keywords and adds them to the ticket if the keyword matches the subject.

To add a rule, click the “Add New Rule” button and fill in the following fields:

  • Rule Name: Enter the name of the rule.

  • Tag: Enter the name of the tag.

  • Keywords in subject: Enter the keywords separated by a comma.

Click the “Add” button to complete the action.

To edit the rule, click the “Edit” button in the “Actions” column.

To remove the rule from the system, click the “Delete” button in the “Actions” column.

Click the “Save” button to apply the settings.

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