Choosing how much mail history to import

When you connect a mailbox you decide what EspressoDesk should pull in. The choice is made once, during setup, and it protects you from turning years of old mail into thousands of tickets.

Options:

• Only new messages: nothing existing is imported. The first ticket is created from the next email that arrives. Best for a clean start.
• Last 7 days: recent open conversations come in so nothing in flight is lost.
• Last 30 days: a fuller picture, useful if you are migrating from another helpdesk.

Imported mail follows the normal rules: each thread becomes one ticket, replies are matched by the [ED-xxxxxxxx] reference and by the mail headers, and tickets count towards your monthly allowance. If you pick a large window on a busy mailbox, expect the first sync to take a few minutes.

You can change the mailbox later, but the import scope only applies to the first synchronisation of a newly connected mailbox.