Departments segment tickets and technicians. Creating a department limits technicians to seeing only tickets associated with their department. When creating a department you can associate a mailbox and add technicians, groups and labels. These associations can also be managed from their respective pages.
To support email-based ticket creation and replies, add your inbound and outbound mailboxes on the Mailbox Management page. You can also import historical tickets by uploading .eml files. The page provides two actions:
.eml files.All messages in the connected mailbox (except trash and spam) will be pulled into TDT-Helpdesk as tickets. If the mailbox contains existing emails, temporarily disable Mail Subscriber Notifications and Mail End-User Notifications during the initial pull. You can toggle these settings in Admin → System → Helpdesk Settings.
If you accidentally connect a mailbox without clearing existing messages, delete the mailbox to stop the import. Contact Learn21 support to remove the unwanted tickets.
For Google mailboxes you need the helpdesk email address (enter this in the username field) and an App Password. Once the username is added, it is automatically placed on the outbound email blacklist to prevent loops. Use the inbound email blacklist to block specific addresses from creating tickets.
The Microsoft setup guide is available on the Mailbox Setup page. It walks you through granting admin consent, retrieving Tenant and Object IDs and adding the mailbox. You’ll need to run the provided PowerShell scripts to complete the configuration. If you need assistance, contact Learn21 support.