Hey Jon,
I have a couple instances of OST that I administrate.
- One is setup for IMAP, with 2 minute polling. This is a customer facing site, and we do not want just anyone to be able to email and open a ticket. We want people to use the web interface so that they get in the habit of using it.
- The other does not check mail at all. This is an internal only ticketing system for agency needs (mostly printer setups, setting up/turning off accounts, and requests for new hardware). Predominantly it allows us to track the time that we spend on different tasks and provide accountability for requests. (i.e. if there is no ticket, then the work order was never placed.)
- We had a third (Maintenance) that we were going to use for tenants to report issues with their units/apartments/buildings, but the Maintenance team decided that they didn't want to use it, so we took it down. That one was initially setup for IMAP polling every 2 minutes as well.
Polling time can be set in Admin panel -> Emails -> (the email) -> Fetch Frequency