Naverisk

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Naverisk 2025 R1.1 - Onsite Release. Naverisk 2025 R1. Naverisk 2025 R4. Naverisk 2025 R3. Naverisk 2025 R2. Naverisk 2025 R1. Naverisk 2025 R4. Naverisk 2025 R3. Naverisk 2025 R2. Naverisk 2025 R1. Naverisk 2025 R2. Naverisk 2025 R1. Naverisk 2025 R3. Welcome to our Knowledge Base. Naverisk 2025 R1.1 - Onsite Release. Naverisk 2025 R1. Naverisk 2025 R4. Naverisk 2025 R3. Naverisk 2025 R2. Naverisk 2025 R1. Naverisk 2025 R4. Naverisk 2025 R3. Naverisk 2025

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This document and guide will assist you in configuring Email Integration within Naverisk. Email integration allows you to link correspondence to associated support tickets. ​IMPORTANT NOTES: We strongly recommend a separate POP mailbox solely for this purpose. Naverisk Version 2022R2 or higher does support Microsoft 365 OAuth connectivity. (See Section Connection 365 accounts) When saving your integration please hit Save twice to confirm the changes synchronize. Failure to save twice may leave integration unusable 1.0 Prerequisites1.1 Dedicated POP MailboxTo set up Email to Ticket Parsing, Create a dedicated POP mailbox to receive emails. Naverisk will frequently check the mailbox and turn any emails in that mailbox to Naverisk Tickets. Using Email Rules, Naverisk can interpret these emails and automatically assign them an SLA Class, and SLA Status. ​​Please note:- The mailbox should be clean of mail as it will pull in all mail when it connects.1.2 Make sure Naverisk can send EmailsPLEASE NOTE: If your outbound connection is to an external SMTP Server for relay,and the 'SSL SMTP' option above is required, then add the appropriate encrypted portnumber to the SMTP Gateway - eg: 2.0 How to Set Up Naverisk Email Integration with POP Account 2.1 Setting up a POP Mailbox Image is from pre 2022R2Image is post 2022R2The first 10 fields are used to configure the collector that Naverisk will be checking for tickets. The Default SLA Class, Default SLA Status and Default Ticket Source are mandatory fields used to populate ticket attributes on the generated Naverisk ticket.2.2 Configuring Mail Fetching with MFA Enabled (Non MS 365)Many mail providers now use MFA\2FA authentication for secure email. If MFA\2FA is required then Naverisk can still connect to your account via an App Password This is a secure, auto-generated password for the email account. Please Note:- That from June 30th 2022 Google require you to use 2FA and an App Password by default. Please see attached guides. To configure an Application Password, please refer to the Microsoft and Google guides below. Note that while an Application Password can be used for multiple applications, we strongly recommend creating a unique Application Password for Naverisk.Once you have created the Application Password, enter this password into the Password field in the Naverisk Mail Integration Rule setup. ​Important: Do not use your mail account password 3.0 How to Set Up Naverisk Email Integration with MS 365 Account (Post 2022.R2 Release) IMPORTANT:- If you are a Cloud Customer please skip to section 3.1Before proceeding please remove any previous integrations. You may also need to be Global Admin in Azure to “Consent on behalf of the company” this to approve the app registration. ​The first step is you must create an app registration in your azure portal.2.

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App password creation please use the link below for instructions.PLEASE NOTE: If you already had email inbound with Oauth configured once you have applied the SMTP authentication will need to go back and re-connect to the inbound settings. This as it will disconnect it. We have Oauth sending in development currently due mid to late 2023.7.0 Outbound SPF Record (CLOUD USERS)If you are using one of the Naverisk Cloud servers to spoof emails to your domains, you will need to add an entry to your SPF record. We use filtering for security. The record to add to your own SPF record is as below. ​This will allow your domain to be authenticated on our servers. If you do not do this your email will be marked as spam or may not even be delivered.7.0 Troubleshooting7.1 If the Body of an Email is not being Logged in the TicketThis may happen if using Office 365 as the POP Service. If the body of an email is not displayed or showing in the Naverisk Tickets, try disabling TNEF for that Office 365 mailbox.How to disable TNEF;$Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri -Credential $LiveCred -Authentication Basic –AllowRedirectionImport-PSSession $SessionSet-RemoteDomain Default -TNEFEnabled $falseRelated ArticlesCustom HTML TemplatesAutotask IntegrationConnectWise Integratione-automate IntegrationZendesk Integration. Naverisk 2025 R1.1 - Onsite Release. Naverisk 2025 R1. Naverisk 2025 R4. Naverisk 2025 R3. Naverisk 2025 R2. Naverisk 2025 R1. Naverisk 2025 R4. Naverisk 2025 R3. Naverisk 2025 R2. Naverisk 2025 R1. Naverisk 2025 R2. Naverisk 2025 R1. Naverisk 2025 R3. Welcome to our Knowledge Base.

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Prompted your MFA authorization.Once completed your account will show in the email address, and you can then save the integration.​3.3 Certificate Expiry (Important)Please take note of when your certificate is due to expire. If you let it expire you may not be able to renew and will need to re-create and re-add to all settings. We suggest creating a scheduled ticket to remind you or your team to renew it.If the certificate has been allowed to expire, then this process should help you reset your connection after you have renewed the certificate in Azure:4.0 Configuring Email SettingsBelow is the email to ticket route followed by the Naverisk integration (Naverisk 2023 R1 onwards):4.1 Alert recipientsNaverisk can send Alerts to dedicated persons, teams or distribution groups. Enter their email address in the textbox for Alert Recipients.4.2 Allow Mail from Domains/AddressesThis will only need to be set up for sub Clients and not the Parent Client. This allows emails that are sent in by these sub Clients to be automatically mapped to the correct Client when creating a Ticket. The format for this will be the email domain without the ’@’ symbol.In the response email template enter SupportEmailAcknowledge.template to have a non-Client-specific acknowledgement email sent out upon logging of a support ticket.​We have also included a couple of alternate template designs. For some variation please try the new templates: SupportAcknowledgeExample1.template or SupportAcknowledgeExample2.templateThe Response Email Address does not have to be the address of an existing mailbox. If an address is specified in this field then the acknowledgement email will appear to originate from this address.To test the Email Integration, send a test email to any email addresses that have been configured for Naverisk to monitor. If these mailboxes are working correctly and the Email Integration is working, a Ticket will be logged in the Naverisk Console matching the test email.4.3 Configure Naverisk for Client-Specific Email IntegrationIn addition to setting up Email Integration, set up Naverisk so that support requests from a Client’s domain create support tickets which are automatically associated with that Client. To do this, follow the steps below:3. When tickets are logged from email address belonging to these domains they will be associated with the correct Client in the Naverisk Tickets Tab.4.4 Notifications for Email IntegrationAlerts for Email Integration are handled differently than Alerts raised automatically by Agent Monitoring. To have Notifications sent to a specific email account or distribution group when a Support Ticket is logged via email, just populate the ‘Alert Recipients’ field with the email address that notifications should send to. If there are a number of recipients for this Notification, then the use of a Distribution Group is recommended. Note that this is for alerting engineers, not

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IntroductionThis Guide explains how to make effective use of the Time Tracking and Billing features in Naverisk. Manage the Service Desk, Billable's and Invoicing all from one place. Save Time and Money by automating Reports and ensuring no loss of Billable Hours.The basic workflow steps we will cover in this Guide are:1.0 PrerequisitesNaverisk now offers billing integration with QuickBooks and Xero. To ensure that Naverisk logs all dates, time entries and billable's through these billing platforms, the integration between Naverisk and QuickBooks or Xero must first be set up.Please go to the Naverisk Resource Center to read our guides on how to configure QuickBooks Integration and Xero Integration.The following also needs to be setup and entered before running any Billing Reports.If the billing integrations are not setup or used correctly, this could lead to incorrect data being entered in the Naverisk Reports and lost billable hours.2.0 Setup Agreements to Define Service Billing RatesNaverisk has the ability to record support Agreements for all Clients under management. Agreements can be assigned to group of Devices to allow issues to be addressed in accordance with the current Agreement with the Client.Create new Agreements to represents various billing rates for Services. These can be configured in Settings > Service Desk Setting > Agreements.Different Agreements can be setup against each of the clients for different rates and services. For example - an MSP has a different billing for Managed Clients vs Ad-hoc Clients.Otherwise the 'Copy' and 'Clone' buttons found in the top right can be used to propagate agreements down to all of your sub-clients if required.New agreements can be created using the appropriate button 'New Agreements' also found in the top right:Note: To change the Time and Date format format Agreements, navigate to Settings > Users & Groups > Edit User > User Settings.2.1 Agreement TypesA single Agreement will be one of the Agreement Types listed here. It is reasonable for a client to have several Agreements running at the same time in order to create the services you want to provide.Naverisk offers the following Agreement Types:For example, a Client may have a block

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For alerting a Client.4.5 Configuring Email AcknowledgementsIn the example above, there are two fields labelled ‘Response Email Template’ and ‘Response Email Address’. These are used to define the Email Template sent out to Clients and what address that email will originate from. The Email Templates are located on the Naverisk Site Controller within the folder ‘C:\Program Files (x86)\naverisk\SiteController\EmailTemplates’ by default and can be edited to match your business requirements.The following example uses a customized template and illustrates what End Users can expect to see as a result:This is what End Users would see after submitting a Support Ticket by email:4.6 Email Cut-Off FunctionalityWhen receiving emails from your customers that generate support tickets, each email that is bridged will also include the signature in most cases. Naverisk has implemented a feature where you can cut off an email at a certain point, for example, the signature in emails. This ensures that a ticket only includes the most relevant information and not the noise from signatures.To implement this feature, navigate to the Settings tab > Clients & Licensing and take note of the Email cut-off at:We have this configured to use the beginning of our support email footers and cut off anything else in the email from there.This means that the signature and anything that follows are not included in the ticket when the email is bridged.For example, this is what the email looks like when it's about to be sent through Outlook:The below image is what the Ticket Note will look like in your Naverisk portal when it has been bridged and has the email cut-off functionality configured:Using the Default Waterline text as per the below screenshot:This will cut off everything in the email from the generated line in every email. An example of the Waterline Text is included below:5.0 Emailing Directly from Support TicketsUsers can email directly from Tickets. Edit Ticket and select the Activity tab and click Public Reply.This opens the email editor (HTML). From 2022R2, by default, email recipients of the last email sent or received will be populated in the TOs and CCs fields as public replies. Additional recipients can be added by clicking on the + icon on the right. You can also type email addresses directly into the address field. The editor supports formatted (HTML) email including fonts, colour, tables and hyperlinks. The Canned Text button allows pre-defined email text to be inserted. ​The History button inserts ticket history entries. ​The Files button is used to attach documents or files to the email, or to insert images inline into the email text.An explanation of the To and From field (where they are derived from) follows. To: This is populated based on the Client and Contact. Naverisk 2025 R1.1 - Onsite Release. Naverisk 2025 R1. Naverisk 2025 R4. Naverisk 2025 R3. Naverisk 2025 R2. Naverisk 2025 R1. Naverisk 2025 R4. Naverisk 2025 R3. Naverisk 2025 R2. Naverisk 2025 R1. Naverisk 2025 R2. Naverisk 2025 R1. Naverisk 2025 R3. Welcome to our Knowledge Base. Naverisk 2025 R1.1 - Onsite Release. Naverisk 2025 R1. Naverisk 2025 R4. Naverisk 2025 R3. Naverisk 2025 R2. Naverisk 2025 R1. Naverisk 2025 R4. Naverisk 2025 R3. Naverisk 2025