## Interactive help for Hesk settings

### Email sender

Select wether HESK should send emails usign PHP mail() function or using a manually setup SMTP server.

PHP mail() should work on most setups, if it doesn't you may try setting up a SMTP server instead.

Available SMTP variables:

SMTP Host - hostname of your SMTP server, usually localhost or mail.yourdomain.com
SMTP Port - your SMTP port, usually 25
SMTP Timeout - SMTP timeout in seconds
SSL Protocol - enable if your SMTP server requires SSL protocol
TLS Protocol - enable if your SMTP server requires TLS protocol
SMTP Username - your SMTP username (if used)
SMTP Password - your SMTP password (if used)

Close window

### Email Piping

Enables email piping (creating tickets from emails).

This option just enables piping functionality in HESK, for complete email piping setup please refer to the readme.html file.

Close window

### POP3 Fetching

This setting enables or disables POP3 Fetching - creating tickets from emails by connecting to an email account using POP3 connection.

For instructions on how to setup POP3 Fetching please see the readme.html file.

Available variables are:

POP3 Host - hostname of your POP3 server, usually mail.yourdomain.com
POP3 Port - your POP3 port, usually 110. Gmail for example uses 995
TLS Protocol - enable if your POP3 server requires TLS protocol
Keep a copy - if enabled HESK will not delete mail from POP3 server
POP3 Username - your POP3 username
POP3 Password - your POP3 password

Close window

### Email Loops

Settings to help detect email loops created from autoresponders or undeliverable email.

Any number of emails higher than Max Hits from an email address within Timeframe seconds will be ignored by email piping.

Set Max Hits to 0 to disable loop detection.

Note that this feature will only be used if Email piping or POP3 Fetching is enabled.

Close window

### Detect email typos

This function will try to detect common email domain name misspelling and suggest a corrected version.

For example if customer enters user@gmial.com HESK will detect it and suggest user@gmail.com instead.

HESK will compare email domains to the domains listed in Email providers list.

### Email providers

A list of common email providers your customers use. HESK will use this list to try to detect mistyped email addresses.

Enter one domain per line, without the @ sign.

You can enter any number of common domain names, but try not to overdo it - enter just the most common ones.

Close window

### Strip quoted reply

This function deletes quoted replies from all customer emails before they are converted into a ticket using Email piping or POP3 Fetching.

All emails sent to customers will start with this line:

------ Reply above this line ------

Any text below this line will be removed when and email is imported into ticket reply.

Close window

### Embedded files

Enable if you wish HESK to save embedded email files (for example embedded images) as attachments when importing tickets over Email piping or POP3 Fetching.

Files over maximum allowed attachments limit will be ignored.

Note that with HESK file attachments have priority over embedded files. For example if you allow 2 file attachments and receive an email with 1 file attachment and 3 embedded images, HESK will save the file attachment and first embedded image, the rest will be ignored.

Close window

### Multiple emails

If a customer tries to enter several emails (separated by comma) into the Email field when submitting a ticket HESK will only use the first email by default and ignore any other emails.

To allow customers to enter multiple emails enable this feature by checking the box.

Close window

### Confirm email

If selected, the "Submit a ticket" form will show a "Confirm email" field forcing the customer to type the email address twice. This helps avoid typos in email addresses.

Close window

### Open only

If checked then the "Forgot ticket ID" email (email sent to remind customers of their ticket tracking ID number) will only list open tickets and ignore resolved ones.

Close window