How to use Email Settings in Service App

Service App admins can add and manage their support team’s mailboxes with Email Settings. Admins can use Insightly’s server or add their own mail server.

In this Article

• How does it work?
  • Verifying an External Email Address
  • Primary Email Address
  • Generating a new Forwarding Email Address
• How to set up with New Insightly Email Address
• How to set up with an External Email Address​​

How does it work?

Admins can configure their Email Settings within the Service App account to provide a support email address that their customers can submit Tickets to, like support@mycompany.com, which can then forward those emails from that address to an Insightly generated address, like support@zoola.insightlyservice.com. 

When an email is sent to a support forwarding email address, Insightly will automatically create a Ticket.

When agents reply to a Ticket or when Insightly sends outgoing notification emails, Insightly’s server will be used by default to send emails, but admins can use their own SMTP Server to send outgoing emails instead. 

Admins can add a maximum of 10 support email addresses for each Brand created. Multiple Brands are available on Enterprise plans.

Deleting an email address will not remove the Tickets associated with that support email address.

Verifying an External Email Address

Insightly will need to verify ownership of an external email address after you add it to Insightly Email Settings. An email will be sent and the admin must click the verification hyperlink within the email to verify that it's valid. If the email has not been received, it can be resent by editing the email address and clicking Resend Verification Email.

Primary Email Address

The primary email address is the email address that is the default for each brand (or the default brand when no brands have been added). The first email address created for each brand will become a primary email address.

When a Service App subscription has been enabled, the primary email address for the default brand will be created automatically by Insightly. This email address cannot be removed or replaced by another email address.

Whenever a Ticket is created through your Public Portal Website’s web-to-ticket form, the Ticket replies will be sent from the primary email address assigned to the brand. The external email address for a brand cannot be deleted after verification.

Generating a new Forwarding Email Address

Insightly uses the email name and brand subdomain to generate a forwarding email address. The information entered is used to generate the section of the inbound email address to the left of the @ symbol.

After Insightly generates a forwarding email address, users will need to set up their forwarding email address through their company’s email provider. 

How to set up with New Insightly Email Address

1. Go to System Settings > Email Settings.
2. Click the Add Email Address dropdown and select Add New Insightly Email Address.
3. Enter an Email Name to identify the email address. 
4. Enter the Email Address. Insightly provides the domain, so enter the text you want to appear before the @ symbol.
5. Select a Queue to assign the email address to. The New Tickets Queue will be assigned by default, but can be changed at any time.
6. Select a Brand. Your default brand will be assigned by default. The Brand cannot be changed after the email address has been created.
7. Click Save Address. 

How to set up with an External Email Address

1. Go to System Settings > Email Settings.
2. Click the Add Email Address dropdown and select Connect External Email Address.
3. Enter an Email Name to identify the email address. 
4. Enter your External Email Address.
5. Select a Queue to assign the email address to. The New Tickets Queue will be assigned by default but can be changed at any time.
6. Select a Brand. Your default brand will be assigned by default. The Brand cannot be changed after the email address has been created.
7. In the Outgoing Mail Server section, select Default (Insightly Server) or Use Your Own Mail Server.
   1. If you select Default (Insightly Server), skip forward to step 12.
8. If you’ve selected Use Your Own Mail Server, select an Email System:
   1. Gmail (Note: Gmail limits the number of emails that can be sent per day)
   2. Microsoft Office 365
   3. Other
9. Enter your SMTP server name and SMTP Port. If you selected Other in the previous step, check or uncheck your SSL.
10. Select an option from the Authentication dropdown.
11. Enter your server username and password.
12. Click Save Address. A verification email will be sent to the email address.