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CVN PSA by CVN Technologies

Email setup

CVN PSA sends email from the first minute: invitations, password resets, ticket updates, invoices and reminders. It also reads your support mailbox and turns new mail into tickets. Set up both before you invite anyone.

Outgoing mail (SMTP)

  1. Open Configuration › General › Mail.
  2. Enter the SMTP host, port, encryption, username and password.
  3. Set the from name and address, and the reply-to address.
  4. Save, then send a test email from the Diagnostics screen under Maintenance (superadmins only).

Use a from address on a domain you control, and make the reply-to the support mailbox that feeds email-to-ticket. Then client replies come back as ticket updates.

Incoming mail (email to ticket)

  1. In the same Mail settings, enter the IMAP host, port, encryption, username and password for your support mailbox.
  2. Set the folder to read. The default is INBOX.
  3. Turn on email-to-ticket.

The scheduler checks the mailbox every minute. How messages become tickets is covered in Email to ticket.

Email wording

Open Configuration › Templates › Email to change what each email says. For each one you can edit:

  • the subject line, heading, opening paragraph, closing note and button label,
  • placeholders such as {ref}, {amount}, {client} and {company}, inserted with a click,
  • a switch that stops that email being sent at all. The in-app record is still written.

The preview uses the same code as a real send, so what you see is what goes out. Send test delivers a copy to any address with [TEST] in the subject. Reset to default removes your changes.

Technicians' own mailboxes

Each technician can connect their own IMAP and SMTP account from the gear beside Compose in the mailbox. When they do, their replies leave from their own address. Until then, mail goes out through the company mailbox.

Stored mailbox passwords are encrypted and never sent back to the browser. Leaving the password blank on save keeps the stored one.

When email stops

  1. Open Configuration › Maintenance › Health. The queue check shows the driver, the backlog and any failures.
  2. Notification emails are queued, not sent straight away. If the queue worker is stopped, nothing leaves. Restart it.
  3. Open Configuration › Maintenance › Mail Queue to see every outbound message, sent and failed, and retry failures.
  4. Send a test email from Diagnostics to prove the SMTP connection before you change a template.

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