Ticketing - Mapping Email IDs

Users working in an organization or Site can submit tickets to Faronics Deploy via email. The email for creating the ticket should be added to the Site and configured to receive tickets and reply with notifications or answers as needed. Emails cannot be duplicated, and each Site must have its own email.

Mapping to email IDs on your domains for personalization is supported.

Map Ticketing Emails

Select this option to map ticketing emails to a forwarding email.

A Site is required to map ticketing emails; create a Site (if you haven't already created one).

1. Navigate to Organization Settings -> ORGANIZATION-WIDE SETTINGS.

2. Click the ENABLE TICKETING switch (if not already enabled).

3. Click the MAP TICKETING EMAILS button (if it is greyed out, this means that the Pro feature is not enabled for your account, please contact Sales for further assistance).

4. Click the designated EDIT icon under FORWARD TICKETS FROM CUSTOM ID.

5. Specify the email to where the tickets will be sent. Emails sent to this address will appear on the Ticketing page in the console.

If you are not configuring a custom email address to send notifications and replies to users, the Faronics Ticketing Email Address will be used to send and receive tickets, notifications, and replies.

6. Optional: Set up Custom Email Address – Enable this option to forward incoming emails from this custom email address to the Faronics Ticketing Email Address.

The custom email address is the email address to where the users will be submitting the tickets and receiving notifications and replies from, if different from the Faronics Ticketing Email Address.

Anti-Virus must be removed from all policies before you can hide this feature.

7. Enter the email address in the CUSTOM EMAIL ADDRESS field.

Once configured, you need to configure your email account to forward incoming emails to the specified FARONICS TICKETING EMAIL ADDRESS.

8. Optional: Send Email via Custom Email Address – Select this option to send updates for tickets using the custom email address specified. When selected, domain ownership must be verified and DNS records must be set.

9. Verify Domain Ownership - set up your DNS records by adding CNAME records to your DNS server to configure DKIM and click VERIFY DNS RECORDS.

10. Set up SPF Records - If your domain does not have an existing SPF record, publish a TXT record with the following value:

v=spf1 include:amazonses.com ~all

If your domain already has an SPF record, modify the existing record to the following format:

v=spf1 include:existingrecord.com include:amazonses.com ~all

11. Click VERIFY SPF RECORDS.

This setting will take effect on computers after users log off and log on again. Only users with Super Administrator permission rights can turn it on or off.

To view the submitted tickets, go to Tickets.