HelpDesk-Configuration - erpnext-public - Redmine by JustNet.pl

cd /erpnext_root_dir; \
bench get-app helpdesk; 

# If we have working site we skip this step
bench new-site helpdesk.test                     

# Change site name for own
bench --site helpdesk.test install-app helpdesk   
bench --site helpdesk.test add-to-hosts

Source: https://github.com/frappe/helpdesk

create email domain, described in erpnext documentation
create email account, described in erpnext documentation
link email account with Helpdesk, go to email account->Incoming (POP/IMAP) Settings:
1. check "Enable Incoming"
2. select "HD Ticket" in IMAP Details->IMAP Folder->Append To

Default behavior of ERPNext and HelpDesk APP is sending email via account that feched email to Helpdesk module.

If we want to have multiple email address like support, helpdesk, office etc. and only one email account that we use to respond to clients the best practice is to use email aliases on mail server:

create primary account on email server like helpdesk@your.domain
configure primary email account like helpdesk@your.domain in ERPNext as incoming and outgoing email account
setup email aliases on email server like office redirect to like helpdesk@your.domain

If we respond to ticket received by helpdesk@your.domain account client will receive email from helpdesk@your.domain

If we would like to have different sending email account for different purposes like:

aplication support
server support
hardware support

We need to create separate email account for every purpose and set the account as incoming and outgoing account:

aplication support - account app-support
server support - account server-support
hardware support - account hardware-support

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