Our Products & Services
Getting Started
First Time Setup
Getting Started With Jobs
Getting Started with Ticketing
Setting Sonar up for Billing
Getting Started with Accounts
Getting Started with Inventory
Baseline Configuration
User Specific Resources
How To: Using Sonar's Customer Portal
Accounts
Account Types: Overview & Example Use Cases
Account Statuses: Overview & Example Use Cases
Account Management View: Overview
Scheduled Events: Overview & Use Cases
Notes & Tasks: Best Practices & Use Cases
Child Accounts: Best Practices & How Tos
Disconnecting an Account
Understanding the Affordable Connectivity Program
FCC Broadband Data Collection (BDC) Filings: How Sonar Can Help
Account List View: Overview
Specify Account ID upon Creation
Lead Intake Form Processing
Account Groups: Overview & Example Use Cases
CPUC Fixed Broadband Deployment by Address
Anchor & Linked Serviceable Addresses: Overview and Best Practices
Serviceable Addresses: Overview and Usage
FCC Data Exports: General Overview and Usage
Creating a New Account
Billing
Setting up Bank Account & Credit Card Processors
Billing Settings
Billing Defaults
Taxes Setup
General Ledger Codes: Overview
Services: Overview
Building a Data Service
Building Packages
Delinquency Billing Best Practices
Accounts in Vacation Mode
Batch Payments & Deposit Slips: Overview
Creating Discounts for Services and Packages
Setting Up Payment Methods and Taking Payments
Canadian ACH tool
Printed Invoice Batches: Overview
Delinquency Exclusions: Overview and Use Cases
Multi-Month Billing & Multi-Month Services
How to Take Bank Account Payments
Email Invoice Batch: Overview
Manual Transactions
ACH Batching: Overview
Billing Calculator
General Transactions: Best Practices
How Sonar Prorates Billing
Usage Based Billing Policies: Overview and Usage
How to: Adding a Service to an Account
Usage Based Billing Policy Free Periods: Overview and Usage
Using Tax Exemptions - How To
Avalara: Overview & Setup
Print to Mail
Communication
Setting up an Outbound Email Domain
Triggered Messages: Setup
Call Logs: General Best Practices
Using the Mass Message Tool
Saved Messages: Overview
Message Categories: Overview & Use Cases
Phone Number Types: Overview and Use Cases
Using Outbound SMS
Email Variables & Conditions
Communication Tools: Overview
Trigger Explanations
Companies
How to: Setting Up a Company in Sonar
Managing Multiple Companies in Sonar: Best Practices
Rebranding your Sonar Instance
Financial
Contract Templates
Invoice Attachment Use Cases & PDF Examples
Invoice Messages: Overview & Use Cases
Invoices in Sonar: Examples, Creation & Contents
Integrations
Calix Integration: Overview
GPS Tracking Providers: Overview
Webhooks in Sonar: Basic PHP Example
Integrating with Calix Service Cloud
How to Connect Cambium to your Sonar Instance
iCalendar Integration
RemoteWinBox - Integration with Sonar
External Marketing Providers
The Sonar Field Tech App
How to Connect Preseem to your Sonar System
Tower Coverage Integration: Overview
GoCardless Integration: Overview & Setup
Vetro FiberMap Integration: Overview
How to: Using Webhooks in Sonar
CrowdFiber Integration
Inventory
Setup of Inventory: Manufacturers, Categories, and Assignees
Inventory List View: Overview
Inventory Model Management: General Overview
Tracking and Using Consumable Inventory
Jobs
Job Types: Best Practices
Setting Up Schedules General Overview
Applying Task Templates to Jobs
Scheduling Week View: Overview
Example Jobs & Templates
Scheduling How-to: Creating and Booking a Job
Geofences: Overview
Edit Job Options
Jobs and Scheduling: Overview
Mapping
Misc.
Monitoring
Building a Monitoring Template
Pollers: General Overview, Deployment Strategy, Build Out & Setup
Building Alerting Rotations
Poller Troubleshooting
Networking
IP Assignments & Sonar
MikroTik: Setting Up a Sonar Controlled DHCP Server
IPAM: Basic Setup
MikroTik as an Inline Device: Integration With Sonar
MikroTik: Controlling Speeds
MikroTik: Controlling Access
PacketLogic: Integration With Sonar
Setting Up CoA Proxy
RADIUS: Building Reply Attributes
Data Usage Available Methods
Pulse, Polling, and PHP
Using Multiple Network Devices in Sonar
IPAM: Overview
Cable Modem Provisioning
LTE Integration
Assigning RADIUS Addresses
Controlling Customer Speeds with Sonar: General Overview
Sonar Flow
RADIUS: Build-Out & Integration with Sonar
Network Dashboard: Overview
Being Cloud Native
Netflow Integration: Overview
Building a Device Mapper
Sonar IP Addressing
Automating IP Assignments, Data Rates, and Network Access in Sonar
DHCP Delivery
Assigning an IP Address Using Sonar's IPAM: How to
Network Sites: Management View Overview
Building RADIUS Groups
Building Address Lists
Finding your OIDs
Purchase Orders
Release Notes
Reporting
Understanding Sonar Reports
How To Enhance Your Reporting With Custom Field Data
Report Licenses
Enhanced Business Intelligence - Tips & Tricks for Advanced Users
Sonar's Business Intelligence: Overview
Security
User Role Creation & Best Practices
Removing a Terminated Employee In Sonar
Password Policy In Depth
Application Firewall: General Overview and Best Practices
Auth0: Overview
Users: Overview
Role Creation using GraphiQL
Sonar Billing
sonarPay
sonarPay Disbursements: Overview
sonarPay Overview
sonarPay: Token Migration Process
sonarPay Chargebacks & Disputes: Overview
System
How to Best Use Global Search
How Your Data is Backed Up
How To Use GraphiQL to Understand the Sonar API
Frequently Used Terms
Sonar's Rich Text Editor
Mutations in the Sonar API
Notification Preferences
API Calls Using Third Party Applications: Personal Access Tokens
Date/Time Picker: Overview
The New Sonar API
Introducing the New Sidebar
Upgrading your Ubuntu OS - Customer Portal Upgrades
A Deeper Dive into the New Sonar API
Consuming the Sonar API
Filtering: Simple vs Advanced
Browser Compatibility and Minimum Hardware Requirements for Sonar
REST API Wrappers for V1 Compatibility
User Profile: Your Personal User Settings
SMS Notifications
Dynamic Time Zones in Sonar
System Settings: Overview
Troubleshooting the Customer Portal
Controlling Your Landing Page: Personal Preferences
Interacting with Files via the API
Getting Your Data into Sonar
Customizing Your Customer Portal
Ticketing
Ticketing: Overview
Canned Replies Examples & Templates
Canned Reply Categories
Inbound Mailboxes Example Build
Ticket Categories Best Practices & Example Build
Exploring Ticket Groups
Using Parent Tickets
How to Integrate Inbound Mailboxes with Slack
Advanced Ticketing Features
Voice
API Changes for Voice Billing
Best Practices to Remain CPNI Compliant
Billing Voice Services in Sonar
Deploying Voice Services in Sonar
Working With the Sonar Team & Additional Resources
Sonar's Security Practices & Certifications
Sonar and General Data Protection Regulation (GDPR)
Technical Security Overview
CyberSecure Canada Certification
Sonar's Security Strategies
Best Practices for Fast Tracking a Support Request
How Sonar Bills Your Instance
The Sonar Status Page
The Sonar Community Forum
Feedback Portal / Suggest a Feature
Sonar Casts Table of Contents
How to Request Termination of your Sonar Instance
Submitting Bugs vs. Feature Requests
Third Party Customer Support Referrals
New Client Training Overview
Learning with Sonar: Tools and Resources
Table of Contents
- All Categories
- Ticketing
- Inbound Mailboxes Example Build
Inbound Mailboxes Example Build
Read Time: 5 mins
It is possible to configure an inbound email account that will allow you to receive incoming email into Sonar. Once your inbound email account is configured, it will convert the incoming email automatically to create a new public ticket within the Sonar ticketing interface whenever email is sent to that specific inbox. This will also allow you to have any replies posted on public tickets be emailed to the email address associated with the ticket, using the 'from address' that is configured on the inbound email account.
How To Create An Inbound Mailbox
How It Works
Sonar inbound email works by creating a random inbound mailbox at the sonarticketing.rocks domain. You then forward all the email you wish to be received by Sonar to this random mailbox. For example, if you wanted support@myisp.com to be received into Sonar, you would create a new inbound email account, set the From name to support and the Email Domain to myisp.com, and then forward all email received by support@myisp.com to the random mailbox created by Sonar.
Inbound Mailbox Settings Overview
When creating an inbound mailbox you will be presented with a Create Inbound Mailbox screen that contains several fields that are required to be filled out before you can successfully create it. An overview of these fields and what they mean are below.
- Enabled: This checkbox determines if the inbound mailbox is enabled and actively receiving emails
- Name: This is used as a descriptive name for the inbound mailbox itself
- From name: The text entered here will be displayed as the name of the sender, when sending replies
- From mailbox: This is used as the username portion of the email address for the email address that is used for outbound email replies
- Email Domain: This is the domain part of the email address for the email address that is used for outbound email replies - this must be a valid outbound domain that you have already configured within Sonar
- Priority: This determines the priority of the ticket created when email is received into this particular mailbox - this dropdown contains values of Critical, High, Medium, and Low.
- Ticket Group: This field determines which ticket group should be assigned to tickets that are created when email is received into this inbound mailbox
- Send auto reply: If this is enabled, an additional text box will appear where you can define an automatic reply that will be sent to the original sender when email is received into this mailbox
- Append signature: If this checkbox is enabled, an additional text box will appear where you can set up a signature that will be appended to any responses to tickets that are sent out from this inbound mailbox.You can use the variable [PUBLIC_NAME] in the signature to include the replying user's public name.
- Enable Slack integration: If your company uses Slack (the instant messaging platform), you can create a webhook to have the creation of tickets or ticket replies trigger the posting of a message to a specific Slack channel. This is done by creating a webhook through Slack and entering that into the Slack webhook URL field that appears once you enable the slack integration checkbox. There will also be another checkbox that appears which, if enabled, will allow for the email body to be posted to the Slack channel as well. For more information on this, please refer to the Slack webhook documentation.
Inbound Mailbox Example Build
We are going to create an inbound mailbox for our incoming support tickets. First, we need to navigate to the Inbound Mailboxes page. This can be done by clicking "Settings" from the lower left side menu, then under the "Ticketing" header, selecting "Inbound Mailboxes", as seen below. From this screen, click "Create Inbound Mailbox" to begin the process.
The Create Inbound Mailbox window will appear once you click "Create" and is where we will fill out all of the necessary details for this mailbox.
As can be seen from the above image, we have filled out all necessary fields for our new inbound mailbox. It is set up to be currently enabled and has been given the Name Inbound Support Tickets so that internally all of our employees know what it is used for with just a glance.
We have set the From name to Sonar and set our inbound email account to be support@isp-portal.net since we have already configured the valid outbound domain isp-portal.net.
We have decided to set the Priority as Low for all initially created tickets and will allow our support agents to change the priority if needed. We have assigned these to the Support Ticket Group because our support team will be the ones who handle the incoming tickets.
Since our team is very diligent with monitoring incoming tickets, we do not have the Slack integration currently enabled, but is always an option we might consider in the future.
Lastly, we have also set up an auto reply and signature. The auto reply is simply to make our customers aware that we have received their email and also provides them with a timeline of when they can expect to hear back from us, as well as an alternative method to contact our team if more urgent assistance is needed. Our signature utilizes the [PUBLIC_NAME] field so that the public name of the employee who responds will be displayed, in addition to our team name Sonar Support along with the phone number that we can be reached at.
Now that we are done with filling out the necessary fields for our inbound mailbox, we click "Create". Our new inbound mailbox is now ready to start receiving incoming mail and can also now be seen listed on the Inbound Mailboxes screen.
Once your inbound email account has been created, you can now view, edit, and delete it from this screen, using the "Edit" menu next to it.