Two ways to set up your Email Channel

Attach any number of e-mail accounts to your Usedesk, and all e-mail messages will go to the «Tickets» section.

To connect Usedesk to your mailbox, open «Channels» → «Add channel» and then click «Email».

The «E-mail» channel creation card consists of two blocks:

Block «E-mail»

The «Mail» block allows you to set up work with quotes, forwarding, as well as a signature to reply to messages. Includes settings:

  • Channel name — mandatory field. Enter the channel name, which will be displayed in the general list of channels in the «Channels» section;
  • Use a common signature — check the «Use common signature» box to generate a common signature in the mail channel;
  • Signature — a general signature for this channel that will be tightened when a client replies to an e-mail. Use the line with formatting functions. If a user has a personal signature set up, it will be prioritized when responding to a client;

  • Display a quote in the response. Check the «Display a quote in the response» box to display the previous correspondence to the ticket card/in the mail;
  • Forwarding — a new ticket. Check the box «Forwarding — a new ticket» and use the button «Forward message» in the ticket card. This setting allows you to create a new ticket in the ticket card when forwarding messages, in the next tab, with all correspondence added to the comment field.

Block «Setting connection types»

The «Setting connection types» block allows you to configure the connection type for outgoing and incoming messages:

  • Internal connection — mails from your mailbox, to which clients write to you, will be forwarded to standard mail-in Usedesk. Letters will go to the «Tickets» section, and from the request card, you will be able to respond to them without going to the mail that the client has written to you. To do this, you need to configure the forwarding of mails from your primary mail to the internal address of Usedesk, from which the system converts letters into tickets;
  • External connection — Usedesk will «pick up» unread messages from your mailbox;
  • Office 365 (external) — connecting to an external connection to the Office 365 service (from Usedesk ⟶ to a Client)/
You can use only an internal or only an external one, as well as mix them together.

For example:

For outgoing — (from Usedesk to a Client) you can use an internal connection; for the incoming (from a Client to Usedesk) — an external connection.

Incoming connection

Let's look at an example of an internal connection setting up outgoing and incoming mail.
In order for letters to arrive in Usedesk in your mailbox, you need to configure the forwarding of letters to the internal address of Usedesk, from which the system converts letters into requests.
Fill in the following fields in the «Configure connection types» section:
1. Incoming connection (from Client to UseDesk).
  • The incoming connection is the internal address of Usedesk to which you'll get the messages. By default, the drop-down list contains the address of the type;

Click the «Copy» button. Go to your mailbox account settings and paste the copied address ( into the forwarding field. You'll see all your e-mails in this mailbox, included in the «Tickets» section;

  • Main e-mail is a mandatory field. Fill in the name of your mailbox from which you are making the forwarding. In this case, UseDesk will distinguish between the primary mail address the clients write to and the address(es) the client puts in a copy or adds as the main one. Usedesk will send one letter to each recipient, keeping all correspondence with the client in one ticket card;

  • Additional e-mail. If your clients write to you in the mail that is closed to external connections, then set up the connection, fill in the "Additional e-mail" field - this is the additional address that is open to connect to Usedesk associated with your main mail. Correspondence with the client will be carried out via the additional e-mail. The initial message from the closed mailbox and the subsequent correspondence with the client from the additional mailbox will be combined into one ticket card.

2. Outgoing connection (from Usedesk to a Client)

  • Outgoing connection. In the drop-down list select «Internal» connection;
  • From (name). Specify the name of the company, user, or channel on which the messages will be sent to the client;
  • From email — required field. The address from which the mails will be received to the client;
  • Blind carbon copy — the address to which a blind carbon-copy of an outgoing message will be sent. For example, use it on an outgoing connection if SMTP servers do not save a copy of the outgoing email in the Sent Items folder (remember to configure a rule in the mail client that will send these emails to the Sent Items folder);

For example, If the SMTP servers do not save copies of outgoing emails to the Sent folder on an external connection. Do not forget to set up a trigger in your mail client to transfer these messages to the Sent folder.

  • Do not quote. If the «Do not quote» checkbox is checked, the client will receive only one message from you each time, without the history of previous messages.

After you have made all changes, click «Save». Detailed instructions on setting up an internal connection (mail forwarding) —,,

External connection

Usedesk will «pick up» unread mails from your mailbox to access them as if they were located on your computer. In the «Incoming connection» and «Outgoing connection» sections, select «External» from the drop-down list. Additionally, data entry fields will appear:

  • IMAP username — mandatory fields. Enter the e-mail address from which you are setting up the external connection;
  • IMAP password — required fields. Enter the password for the e-mail from which you are setting up the external connection. If you connect to Yandex and use the «application passwords» setting, enter the password for the applications to connect;
  • IMAP(SMTP) host — required fields;
  • IMAP(SMTP) port — required fields;
  • Encrypted — select the type of encryption (ssl, tls, connection without encryption) using the prompt to fill the IMAP (SMTP) port.

Important! E-mail (from) is needed if the client uses login for authorization (not email address). This should be the address of your mailbox, which you connect to the mail channel (from which letters will be sent to the client while responding from Usedesk).

If your email address is on, services, we will automatically fill in the IMAP and SMTP data. For mail, at, we have detailed instructions. Check your mail server settings to see if IMAP permission is enabled.
If you have another service and find it challenging to get this data, you will be prompted by any employee of your IT department.

In this way, you connect directly to Usedesk mailbox. Every 5–7 minutes the robot checks for unread messages in the Inbox and uploads them to Usedesk. Your mail server also sends outgoing e-mails. Usedesk will not receive an e-mail; if you read it in a mail client, only unread e-mails will be uploaded to the system.

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