Connect a mailbox

A mailbox is a support address, such as [email protected], connected to your workspace. Mail that arrives there becomes a ticket in the inbox, and your team’s replies go back out from the same address, so customers see the address they wrote to.

Adding one starts with the address. opendesk looks up who hosts it and offers the ways to connect that fit, best first.

1. Name and email address: what your team calls the mailbox, and the address customers write to.
2. Provider: who hosts the address, with its logo and how opendesk found out.
3. Ways to connect: the ones that work for this provider, the recommended one first and selected.
4. Continue opens the next step for the way you picked.

Add a mailbox

1. Open Settings, then Mailboxes

   Click Settings at the bottom of the sidebar, then Mailboxes under Channels. Managing mailboxes needs the admin role.

   

2. Click Add mailbox

   The button sits at the top right of the page.

   

3. Type the address

   Give the mailbox a name your team will recognise, like Support or Billing, and type the email address customers write to. When you leave the address field, opendesk looks up who hosts it: a known email provider, the domain’s MX records, the domain’s own autoconfig file, or its DNS service records. If it can’t tell, you can still connect by forwarding or with your own server settings.

   

4. Pick how it connects

   The ways that fit the provider are listed, with the recommended one selected. Keep it, or pick another, then click Continue. Choose another way lists every way, including a provider sign-in that the suggestions left out.

   

5. Connect

   What you do here depends on the way you picked:

   • App password: create one at your provider and paste it. For Gmail and Google Workspace the wizard walks you through it in three short steps. See Gmail and Google Workspace and Other providers.
   • Email password: paste the mailbox’s password. The servers are already filled in.
   • Forward mail to opendesk: choose how replies are sent, then create the mailbox. See Forwarding.
   • Sign in with Google or Sign in with Microsoft, when your instance offers it: approve access at the provider and come back.
   • Other IMAP and SMTP: type the server settings yourself.

   For a password, opendesk signs in to both servers before it saves anything. If a server refuses, you see why and how to fix it (see When a connection fails).

   

6. Done

   The last step shows that receiving and sending both work. For a forwarding mailbox it shows the address to forward to, with the steps for your provider. Click Done to open the mailbox’s page.

   

   To check it end to end, write to the address from another account. The email shows up in Unassigned as a new ticket.

Good to know

• opendesk reads and sends mail only for the address you connect, and you can disconnect at any time.
• Passwords and sign-in tokens are encrypted at rest and never shown again after you save them.

Ways to connect, by provider

Each mailbox has two halves: how mail comes in, and how replies go out. With a sign-in, an app password or a password, opendesk reads the mailbox and sends replies through it, so they land in its Sent folder. With forwarding, your provider passes the mail on, and replies go out through opendesk or through your SMTP server.

Provider	Sign-in	App password	Email password	Forwarding
Gmail, Google Workspace	When your instance offers it	Yes, with 2-Step Verification on	No	Yes
Outlook.com, Microsoft 365	When your instance offers it	No	No. SMTP only, for replies, when your admin allows it	Yes
Yahoo Mail, AOL Mail, iCloud Mail, Fastmail, Yandex Mail	No	Yes	No	Yes
Zoho Mail	No	When two-factor authentication is on	Yes	Yes
GoDaddy, Namecheap, IONOS, Hostinger, OVHcloud, Migadu, Purelymail, Rackspace, GMX	No	If your account needs one	Yes	Yes
Proton Mail	No	No	No	Yes
Any other host	No	If your host needs one	Yes, with detected or typed settings	Yes

On opendesk Cloud, Gmail and Google Workspace connect with an app password, and Microsoft 365 and Outlook.com with Microsoft sign-in or forwarding. On your own instance, see Mailbox sign-in to offer Google and Microsoft sign-in.

Every provider’s details: Gmail and Google Workspace, Microsoft 365 and Outlook, Other providers and Forwarding.

When a connection fails

When a server refuses the sign-in, nothing is saved. The wizard says what went wrong and how to fix it, with each server’s own reply underneath, so you can fix it and click Connect again.

1. The cause and the fix: what the provider refused and the steps that solve it, with a link where there is a page to visit.
2. The servers’ replies: what the incoming (IMAP) and outgoing (SMTP) servers answered, for you or your email admin.

The same causes show on a connected mailbox when Test connection fails.

The most common causes

What you see	What to do
Google needs an app password	The regular Google password was used. Turn on 2-Step Verification, create an app password and paste its 16 letters. See Gmail and Google Workspace.
Google did not accept the app password	Create a new app password while signed in to this exact address, not an alias or a group, and use it. A deleted app password stops working at once.
IMAP is turned off in Google	On Google Workspace, an admin allows IMAP in the Admin console under Apps, Google Workspace, Gmail, End User Access.
Yahoo needs an app password, and the same for AOL, iCloud, Fastmail and Yandex	Create an app password at the provider and use it instead of the account password. See Other providers.
Microsoft needs Microsoft sign-in	Microsoft does not accept a password over IMAP. Connect with Microsoft sign-in, or by forwarding. See Microsoft 365 and Outlook.
SMTP sign-in is turned off in Microsoft 365	An admin turns on SMTP AUTH for the mailbox, or you send replies through opendesk. See Turn on SMTP AUTH.
The server refused the sign-in	Check the username, usually the full address, and the password. If the account has two-step sign-in, use an app password.
The mail port did not answer	The SMTP port is blocked on the way. Use port 587 with STARTTLS. See Ports and security.
The secure connection failed	The security setting doesn’t match the port: 465 and 993 use TLS, 587 and 143 use STARTTLS.
Too many sign-in attempts	The provider is limiting sign-ins. Wait 15 to 60 minutes before you try again.
The server must be a public address	opendesk connects only to mail servers on the public internet. Use the provider’s public server name.

Manage your mailboxes

The Mailboxes page lists every address with how it connects and whether it is working.

1. Add mailbox starts the setup for a new address.
2. Summary: how many mailboxes you have, and how many are active, need attention or are disabled.
3. Connection: the provider and how the mailbox signs in: sign-in, app password, password or forwarding.
4. Status: Active, or Needs attention when the last sync failed. Open the mailbox to see the error.
5. Actions: test the connection, disable the mailbox, or remove it.

Choose how replies look

Open a mailbox from the list to change how it works. The Sending section sets where new tickets go and what customers see.

1. New tickets to this address go to a team. Routing rules can still send a ticket elsewhere.
2. From name: what customers see as the sender. Click a variable to add it: {agent}, {agent_first}, {team}, {brand} or {mailbox}. The mailbox’s sender name, just above, fills {mailbox}. The preview shows a reply and an auto-reply as customers will see them.
3. Aliases: up to 20 other addresses that deliver into this mailbox, like help@. Replies go out as the address the customer wrote to.

Further down, every mailbox has its own signature and an optional auto-reply.

1. Signature: added below every reply sent from this mailbox.
2. Auto-reply: sent once when a customer opens a new ticket by email, with your subject and message. It is marked as automatic, so other autoresponders ignore it.

Good to know

• Automatic, bulk and list mail never gets an auto-reply, and neither does mail from another of your own addresses.
• Ollie can answer emails to a mailbox too: switch it on in the mailbox’s Ollie section.

Fix a mailbox that needs attention

A mailbox is Active, Needs attention (its last sync failed) or Disabled. When it needs attention, its page shows the provider’s last error and when it last synced.

Fix the cause, often a changed password or an app password that was deleted, then click Test connection. The test checks receiving and sending separately and names the cause and the fix when one fails. For a password mailbox, enter the new password in the server settings below and save.

For a mailbox connected with Google or Microsoft sign-in, click Reconnect if access was revoked or the password changed. You sign in again, and the mailbox keeps its settings and tickets.

Disable or remove a mailbox

Open the ⋯ menu on a mailbox’s row, or scroll to the bottom of its page.

• Disable stops syncing and sending without removing anything. Enable starts it again.
• Remove deletes the mailbox. Its existing tickets stay; new mail to the address stops arriving.

To revoke opendesk’s access at the provider as well, see Gmail and Google Workspace or Microsoft 365 and Outlook.

Security

Passwords, app passwords and sign-in tokens are encrypted at rest with AES-GCM and are never shown again after you save them. opendesk connects only to mail servers on the public internet, over TLS or STARTTLS unless you choose otherwise. Connecting or disconnecting a mailbox is recorded in the audit log. Managing mailboxes needs the admin role.

Related

• Gmail and Google Workspace, Microsoft 365 and Outlook, Other providers and Forwarding
• Inbox and tickets
• Mailboxes API