SupportCalls menu > Settings > Email Monitoring

Automating the support request logging from incoming emails is perhaps the most time-saver feature for a help desk. SupportCalls enables monitoring any number of shared mailboxes and mail-enabled public folders to automatically generate support requests as and when the emails arrive. Processed emails then can be moved to another folder or can be moved altogether to the SupportCalls email history folder. Contact information is automatically populated and the summary and description fields are filled in.

	Select this option to add an exchange users' mailbox to the SupportCalls monitored folders list.
	Select this option to add an exchange public folder or a shared folder to the SupportCalls monitored folders list.
	Allows you to select a mailbox from Global Address List (GAL) or a folder from your Outlook.
	The selected mailbox or folder waiting for your confirmation for inclusion into the folders list.
	Click this button (+) to add the selected mailbox/folder into the monitored folders list.
	Remove the selected item from the monitored folders list.
	List of all mailboxes and public folders monitored by SupportCalls System for new incoming emails.
	The name of the common exchange mailbox (used for all outgoing email communications from SupportCalls System).  If this mailbox is specified by helpdesk manager, it is automatically monitored for email replies from callers. Disabling the common mailbox for outgoing emails would automatically also disable the monitoring of emails in this particular mailbox.
	Monitor the SupportCalls 'Ongoing Cases' folder - If the 'ongoing cases' folder is mail-enabled, SupportCalls can monitor for any incoming emails to that public folder and convert into support requests. Any emails dragged to this folder will also be processed automatically the same way.