PLESK 7.5 RELOADED > Configuring Your System

Configuring the Help Desk

The Help Desk solution integrated with Plesk provides the server administrator with an easy-to-use interface for handling technical assistance requests submitted by the control panel users.

Before users are able to submit the trouble tickets, you should perform an initial configuration of Help Desk. To this effect, you should create at least one instance of Queue, Priority and Category and then activate the Help Desk:

  1. Select the Help Desk shortcut in the navigation pane. The Help Desk's main page opens:

  2. To create a new Queue, select the Queues icon. The page opens displaying the queues registered in the system:

  3. Select the Add New Queue icon. The queue properties page appears:

  4. Enter a title, select the Enabled checkbox and click OK.

  5. In the same manner create at least one Priority and one Category using respective Priorities and Categories icons on the main Help Desk System’s page.

  6. Once the queue, priority and category are created, return to the main Help Desk page and click General Settings. The General Settings page opens:

  7. Select the "Allow customers to submit tickets" checkbox, and select the default queue, priority and category, created at the previous steps. Click the Enable icon. Help Desk is now activated. Click OK.

You can also allow submitting tickets by e-mail. To do this you need to configure the mail gate:

  1. On the main Help Desk page, click the Mail Gate Settings icon. The mail gate configuration page opens:

  2. Fill out the following fields:

    • Notification Sender's Name - the name that will be set up in the e-mail notification messages
    • Notification Sender's Return Address - the notification sender’s return e-mail address
    • POP3 Server - POP3 server, the mail should be fetched from
    • POP3 Login - login name for accessing the POP3 server
    • New POP3 password - POP3 password that will be used for getting mail
    • Confirm POP3 Password - password confirmation
    • Query mail once in - [ ] min – define the time interval between mail queries.
    • Ticket subject must start with [ ] – specify the combination of symbols the subject line of mail messages must start with. This can help to filter out spam.

  3. Once the required fields are filled out, click Enable. The mail gate is activated.

  4. Click OK to return to the main page.


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