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Configuring the Customer Service app to send and receive emails

Last updated: 17 September 2025 at 12:33:11 UTC by Administrator

Step 1 – Create a Dedicated Email Address

Each Association of Local Councils (ALC) needs to set up a dedicated mailbox for JAMS to use.

  • Suggested format: jams@youralc.org.uk

  • This mailbox must support IMAP (for incoming mail) and SMTP (for outgoing mail).

  • Make sure you know the mailbox username, password, and server details (IMAP host/port, SMTP host/port, SSL/TLS settings).

Step 2 – Configure Outgoing Mail in Odoo

  1. Go to Settings > Technical > Email > Outgoing Mail Servers.

  2. Click Create and enter your SMTP server details:

    • Description: JAMS Outgoing Mail

    • SMTP Server: e.g. smtp.office365.com or smtp.gmail.com

    • Port: typically 587 (TLS) or 465 (SSL)

    • Username: jams@youralc.org.uk

    • Password: mailbox password

  3. Save and click Test Connection to confirm.

Step 3 – Configure Incoming Mail in Odoo

  1. Go to Settings > Technical > Email > Incoming Mail Servers.

  2. Click Create and enter your IMAP server details:

    • Name: JAMS Incoming Mail

    • Server Type: IMAP Server

    • Server: e.g. outlook.office365.com or imap.gmail.com

    • Port: typically 993 (SSL)

    • SSL/TLS: ticked

    • Username: jams@youralc.org.uk

    • Password: mailbox password

  3. Under Actions to Perform on Incoming Mails, select:

    • Create a new record → Customer Service Ticket

    • OR link to the existing Helpdesk/Customer Service alias (so replies are threaded into the correct ticket).

  4. Save and click Test & Confirm.

Step 4 – Set the Customer Service Alias

  1. Go to Customer Service > Configuration > Teams.

  2. Open your Customer Service Team (e.g. Oxford ALC Support).

  3. Under the Email Alias field, enter the local part of the mailbox (e.g. jams if the mailbox is jams@oalc.org.uk).

  4. Save your changes.

Step 5 – Test the Setup

  1. Open a Customer Service ticket in JAMS.

  2. Use Send Message to email a test contact.

  3. Reply to that test email from an external email account.

  4. Check that the reply appears back in the same JAMS ticket.