Accept tickets by email, business hours for deadlines, merge tickets

What it is for

Three settings make the ticket system fit for daily use: emails to your support mailbox become tickets and replies go to the requester by email; deadlines (SLA) count only within your business hours instead of around the clock; and you merge duplicate tickets into one.

What you need

• The ticket system in the access (Cloud: booked, own relay: in the licence; never Free) — G14.
• A console account that may edit the access (administrator). The console calls the access "tenant".
• For email: a mailbox with IMAP access and a mail server (SMTP) for sending — or the relay's own mail sending.

How to do it

Tickets by email

1. Fleet › Tenants → double-click the access (Edit tenant) → tab Email.
2. Sending under Outgoing (SMTP): switch Own server on, then SMTP server, Port, Users (the user name), Password, Sender address and Encryption. If the switch stays off, the relay's mail server sends.
3. To test, enter an address under Send test mail to and click Save & send test.
4. Incoming under Incoming (IMAP mailbox → ticket): switch Fetch mailbox on, then IMAP server, port, user, password, Folder (usually INBOX) and encryption. Enter the same mailbox that sends as sender — requesters' replies go to the sender address.
5. Notifications under Notifications: switch Send on. Only then do requesters, assignees and watchers get emails on arrival, status change, public reply and deadline breach. If needed, enter the Portal address for requester links.
6. Save.

Business hours for deadlines

1. Support › Tickets → tab Settings → SLA and hours.
2. Under SLA targets per priority enter the minutes for response and resolution per priority (0 = no deadline).
3. Under Business hours for SLA deadlines tick the box, choose Weekdays, Start, End and Time zone and enter public holidays (YYYY-MM-DD, one per line or comma-separated).
4. Save SLA and hours.

Merge two tickets

1. Open the ticket that is to be merged away (G14).
2. Menu More (three dots) → Merge ….
3. In the dialog Merge ticket enter the number of the target ticket → Next.
4. Confirm merge → Merge.

How you know it worked

• Email: the test mail arrives. A new email to the mailbox appears as a ticket with the source "Email"; a reply from the requester lands in the same ticket.
• Business hours: the console reports "SLA and hours saved." A ticket from Friday 16:30 with a 4-hour resolution deadline is then due on Monday, not on Friday evening.
• Merge: the old ticket is closed and points to the new one with "To target ticket #…". History, attachments, watchers and logged time are in the target ticket.

What the other side sees

• Requesters only get emails if Notifications are switched on. Saving alone never sends anything.
• On merging, the requester and watchers of the old ticket get a message with the link to the target ticket; both tickets get a public entry saying where things continue.

Good to know

• Only emails from the moment the mailbox is switched on are fetched. Older emails in the mailbox never become tickets. The same applies after changing the server, user or folder. Nothing is deleted in the mailbox.
• Passwords are stored encrypted and never shown again; Remove stored password deletes them.
• Merging is final. It cannot be undone. Both tickets must be in the same access; a ticket that has already been merged cannot be merged again.
• Without business hours, deadlines run in calendar time, around the clock. The console rejects an unknown time zone when saving.
• On your own relay the system administrator sets up mail sending for the whole relay under Settings › Email (SMTP).

If it does not work