Email Guide

With SupportSystem, we highly encourage you to simply forward your external email inbox to an email address with your help desk subdomain ( We ship the software with 3 examples but you can create an unlimited number of addresses by putting anything before the “@” symbol of the subdomain. OR - if you would prefer- you can also set up the IMAP or POP settings to have your external email box fetched for emails to create tickets. Both will work so it’s really up to you.

You can also add the same external email address and configure the SMTP setting for your outgoing email to be consistent. You can easily do this by adding the preferred email address to the system and setting up the SMTP for that email. To do this, log into your staff control panel and go to Admin Panel > Emails > Add New Email.

On the first tab, you can input the email address and the name you want the end users to see as whom the email is from. If you are adding a subdomain email, you can simply click “save changes” to add the new email. Optionally, configurations such as the Department the ticket will be routed to as well as assigning a Help Topic can be determined for this email address on this first page.

If adding an external email to configure fetch and/or SMTP, you will need to click on the Remote Mailbox to add the credentials for that specific mailbox.

Remote Mailbox

You can set up IMAP/POP by clicking Enable and filling in the information for the email address.

IMAP/POP Settings

Mail Folder: Allows you to define an (existing) mailbox from which the system will fetch from.

After you have configured the Mail Account Settings, be sure to enable fetching for the system at Admin Panel > Emails > Settings.

Enable Fetching

Next, you will need to set up the SMTP configurations for the email address in the last section. Click Enable for the configuration boxes to expand.

SMTP Settings

You have the option to use separate SMTP credentials by selecting “Use Separate Authentication.”

Once you have the email’s SMTP Set up, you will need to make it your System Default Outgoing email address by going to Admin Panel > Emails > Settings and changing the second to last box to the email address you just configured SMTP for.

Set Default Mail Transfer Agent (MTA)

If you would like this same address used for each department, you will need to assign the email address as the outgoing email address for each department individually. You can do this by going to Admin Panel > Staff > Department > (click on department name), go to the Autoresponder Settings section, and change the Auto-Response Email.

Set Department’s Autoresponse Email