Email channel

The email channel connects the support email address your customers use to your CRM: every email sent to this address creates a ticket, your response is sent to the customer via email, and the customer’s replies are added to the same ticket.

• Incoming EmailAdd and Manage Email Channels
• Email DeliverySpecify the address from which replies will be sent
• InboxRequests opened from email

Screen

From the left menu, open Settings › Incoming Email (administrator privileges required). At the top of the "Email" page that opens, there are two tabs: "Inbox" manages your inboxes, while "Outbox" manages your sending settings. In the "Email Channels" list on the "Inbox" tab, each row represents a channel; you can run multiple channels simultaneously.

Channel Types

When adding a new channel, there are four options in the "How should we contact you via email?" field:

The channel type is selected only when creating a channel. To change the type or the Blesyum Mailbox, add a new channel.

Connecting the Blesyum Mailbox

1. Add a channel — Click the "Add Channel" button; the "New Email Channel" panel opens on the right, and the Blesyum Mail option is selected by default.
2. Enter a name — The "Name" field appears only on this page; it is intended to help you distinguish between your channels (e.g., destek@firmam.com).
3. Select a mailbox — Select a mailbox from the list. You will not be prompted for a server address or password. Mailboxes associated with other channels appear in the list but cannot be selected.
4. Configure the behavior — Check the two boxes in the "What should the email do here?" section and click the "Save" button.

Another mailbox (IMAP)

• IMAP server: For example, imap.gmail.com.
• Encryption: "TLS (port 993)" or "STARTTLS (port 143)." Unencrypted connections are not supported.
• Port: If left blank, the default port for the encryption method you selected will be used.
• Username and Password: In Gmail and Outlook, this is an app password, not your account password. If you leave the password field blank while editing, your current password will be retained.
• Folder: Which folder to monitor; if left blank, the inbox is monitored.

After signing up, you can test the link immediately by selecting "Test Link" from the line's menu; the result will appear as a notification. The mailbox is checked approximately once a minute, and the "Last Check" time is displayed on the line.

Mailgun and custom addresses

A "Webhook signature key" is required for Mailgun (Mailgun → Settings → Webhooks); any incoming request without this key will be rejected. After saving, open "Receiving Address" from the row’s menu, copy it, and paste it into your Mailgun incoming rule.

With the "Custom Address" option, you are given a hidden address; everything sent there is converted into a request. You can find the address under "Receiving Address" in the menu bar.

How to Process Incoming Mail

• Create a new ticket → An email that does not match an existing ticket creates a new ticket.
• Add replies to a request → An email responding to an existing request is added as a reply to that request.

If both keys are off, the message "Doing nothing — both keys are off" appears on the line. Additionally:

• The sender is matched with an existing customer based on their email address; if no match is found, a new customer record is created. If the person’s name is left blank, the display name in the email is used.
• If the same email is received twice, it is processed only once.
• Attached files are included with the message (up to 10 attachments per email); images within the body, such as a signature logo, appear in their proper places.
• You can view the original version of an incoming email by selecting "Show Original Email" from the email message's menu.

The status badge on the row indicates the channel’s status: “Receiving,” “Paused,” or “Error.” If there is an error, the cause is displayed in red below the row. The "Stop" option in the menu stops the download but preserves the saved data; "Delete" removes the channel, but existing requests are not affected.

Outgoing email

Your replies are sent according to the settings in the "Outbox" tab:

• Outgoing email method: Emails are sent normally. The "Send" option is for testing purposes only; when selected, no emails are sent to customers.
• Sender name: The name that appears next to the address, for example, "Acme Support."
• Sender address: This cannot be changed here; it comes from the settings in the main panel.

To send emails from your own address, go to accounts.blesyum.com, select Settings › Email Sending, click "Add Sender" to define and verify your address, and then assign it to the Help Desk row in the "Software Assignments" section. If no assignment is made, emails will be sent “from the Blesyum address”: they will appear with your company name, and replies will be sent back to you.

Frequently Asked Questions

Emails are not being sent to customers

First, check that the "Send" option is not selected in the "Outgoing" tab. If you have assigned your own sender, make sure its status in the main panel is "Ready for use."

The IMAP channel is showing "Error"

Read the error message on the line and correct the information by selecting "Edit" from the menu. Gmail and Outlook require an app password, not an account password.

Related articles

• Request and Email Settings
• Answering a call
• Overview of Channels