Incoming Email integration not working - need help

 
Author
Message
SysAider
8
 
We are new sysaid. I have a problem email i have added email and config
incoming and outgoing and enable option pop on my gmail but still email not
coming my sysaid helpdesk. Secondly chat option i have online shopping
store how can i config my sysai chat option with my store and create ticket
option during chat with customer

Thanks

Appro USA Team
SysAid Community Manager Product Team
4490
 
Hi approusa,

Which email provider are you using? If it's gmail, please turn on access for less secure apps while signed on into the account here.

Cheers,
Danny
SysAider
8
 
Hi thanks for your fast reply. I have turn. but still when someone send email to our address email not fetching on ticket i mean not convert into ticket just receive on gmail.

thank you
SysAid Community Manager Product Team
4490
 
In this case you will need to double-check that you credentials and the settings you have entered in the integration page in SysAid are correct. SysAid will automatically pull the emails from your inbox once connection is established.

Cheers,
Danny
SysAider
8
 
here you can see below screenshot

http://prntscr.com/eef6ud
http://prntscr.com/eef6yc
SysAid Community Manager Product Team
4490
 
Are you able to send email through SysAid, and the issue is only incoming email?

If so - I'd suggest trying to switch to IMAP instead of POP3 and checking if the problem resolves.

Cheers,
Danny
SysAider
8
 
i have change setting pop to imap still facing problem no income no outgoing

This message was edited 1 time. Last update was at Feb. 28, 2017 09:12 AM

SysAid Community Manager Product Team
4490
 
In order to investigate the issue, we will need the SysAid logs from your server. To download the logs you can either:
Click on your profile on the top-right of the SysAid screen > About, and in the popup window that opens click on "Download Log File".

If the above doesn't work, please collect following folders/files manually:
...\SysAidServer\root\WEB-INF\logs (entire folder, zipped)
...\SysAidServer\logs (entire folder, zipped)
...\SysAidServer\tomcat\logs (entire folder, zipped)
...\SysAidServer\root\WEB-INF\conf\serverconf.xml
...\SysAidServer\root\WEB-INF\conf\sysaid.ver
...\SysAidServer\conf\wrapper.conf

Afterwards, please upload the logs to a file-sharing service such as Google Drive or Dropbox, and private message me the shareable link.

Thanks,
Danny
SysAider
8
 
Hi

i am using sysaid cloud not desktop version
SysAid Community Manager Product Team
4490
 
Can you PM me your account name?

Thanks
SysAider
8
 
also i have added one more domain email i can't see outgoing option under this email modify
also please check this account
thanks
SysAid Community Manager Product Team
4490
 
Unfortunately I am unable to view the logs for this Free Cloud instance. My suggestions would be to check once again you are using the correct password.

Regarding the second email - this is a limitation to the Free edition.

At this point I would offer a deeper investigation with our customer support team, but unfortunately this is already beyond the Free edition support coverage. Future versions of SysAid will provide a more detailed information on the email integration page itself.

Thank you for your understanding.
Danny
SysAider
8
 
it mean you all guys can't help free users right?
SysAid Community Manager Product Team
4490
 
The policy is that only paid users receive support from SysAid, but I try to help out as much as I can

In this case though it will require assistance from the customer support team as I don't have access to the logs of your Cloud instance, so my hands are tied... Once again, check the credentials, check the configuration on your server, and check the less-secure apps link I've posted before making sure it's turned on at the correct account.

Another suggestion would be to turn your environment into a Trial account to check out the features of the Full version and receive full support from our team -- and consider purchasing the service if you're happy

Cheers,
Danny
SysAider
9
 
unfortunatly, I have a similar issue with o365 mailbox on the Trial version currently in test. (OK with a Gmail mailbox)
Where can I see the log in order to debug ? It's not like on the onPremise version.