HelpSpot Help Desk Software | HelpSpot Blog | HelpSpot Support

Error while setup mailbox access (googlemail) on hosted helpspot (enginehosting)


#1

hi
I try to setup a helpspot installation on enginehosting.com (1) and there is a problem with the mailbox configuration under [Admin -> Mailboxes -> add a Mailbox].

What I actually try to do is accessing a mailbox in a domain hosted with google apps - free edition (2).

here are my settings:

Account Name: MyComp Support
Reply to Email Account: support@mycomp.com
Mailbox: INBOX
Username: helpspot.inbox@mycomp.com
Host Name: pop.googlemail.com
Password: mysweetheart43
Account Type: POP3
Port: 995

here the error-message

in helpspot after clicking on “test mailbox settings”:
Error: Connection failed to googlemail-pop.l.google.com,995: Connection timed out

testing the mailbox:

I successfully accessed the mailbox with thunderbird with the exact same settings.

thanks for your help
Ben

(1) http://www.enginehosting.com/web_hosting/solutions/helpspot/

(2) http://www.google.com/a/help/intl/en/admins/editions.html

(1) www.enginehosting.com/web_hosting/solutions/helpspot/


#2

I forgot to mention the two setting on the mailbox config page:

Security: SSL no-validate

Default Category: Default Category


#3

Hi Ben,

I’m assuming you have POP enabled on the gmail end. I think what you need to do is change the setting in HelpSpot from POP3 to POP3S. You need the S version for secure connections. Sorry that’s not very clear we’ve actually fixed that in the next release (in terms of clarity).

Let me know how you make out.


#4

Ian,
your advice worked. I think too that more clarity would be helpful. I think It would be nice to have a site (kb page?) that lists the different configurations for the different email provider (gmail,…) like

Mailbox Configurations

Configuration for gmail

Account Name: MyDomain Support
Reply to Email Account: support@mydomain.com
Mailbox: INBOX
Username: helpspot.inbox@mydomain.com
Host Name: pop.googlemail.com
Password: mypassword
Account Type: POP3S
Port: 995

Speaking of documentation… Helpspot is fairly well documented, with one exeption:

Installing HelpSpot
http://www.userscape.com/helpdesk/index.php?pg=kb.page&id=3

  • needs an index
  • needs more detailed information about mailbox configuration
  • needs better separation of the various platforms

Ok, just my opinion. Maybe this view of a HS beginner is somehow helpfull.

regards ben


#5

Thanks Ben! Working on the docs is something we’re going to be doing more of after this next release is out. I think more docs on some of the common email setups is a great idea.