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E-mail connection

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».


Then click «Email».


Next, fill in the blocks that appear. The «E-mail» channel creation card consists of two blocks:

Block «E-mail»

Block «E-mail» includes::

  • Channel name — a mandatory field. Enter a channel’s name which will be displayed in the general channel list of the «Channels» section;
  • Use a common signature — check the «Use common signature» box to generate a common signature in the mail channel;
  • Signature — is a common signature for this channel, which will be automatically sent when replying to a client’s email. If an agent has a personal signature configured, it will be prioritized when replying to a client;
  • Forwarding — new ticket. Tick the «Forwarding — new ticket» checkbox and use the «Forward message» button in a ticket card. This setting allows to create a new ticket in a ticket card, in a new tab, when forwarding messages. At the same time all the correspondence is added to the comment field;
  • No messages (h) — if there are no messages in the channel for the time specified in the setting, a notification will be sent to all employees who have the «Channels. No messages» setting enabled in the agent profile;
  • Quoting — select a needed quote mode:
    • Don't use — a correspondence history will not be attached in messages in a ticket card and at a client;
    • Send to a client — a correspondence history will be displayed at a client e-mail;
    • Display and send — a correspondence history will be attached in messages in a ticket card and at a client e-mail.

The maximum number of displayed messages in a correspondence history is 30.


Block «Set connection types»

The «Set connection types» block allows you to configure the connection type for outgoing and incoming messages:
  • External connection — Usedesk will «pick up» unread emails from your mailbox;
  • A connection via mail of the type company-111111-00@inbound.usedesk.com is internal. E-mails from your mailbox will be forwarded to an internal address in Usedesk.
    In the "Incoming connection" section, this type is indicated by an e-mail address of the type company-111111-00@inbound.usedesk.com, and in the "Outgoing connection" section — by the word "Internal";
  • Office 365 (external) — connecting to an external connection to the Office 365 service (from Usedesk to a Client).


External connection

Let's take the example of an external connection to configure outgoing and incoming mail.
In this method, you connect the Usedesk directly to the mailbox. Every 5–7 minutes, the robot checks unread emails in the Inbox and uploads them to the Usedesk. Outgoing emails are also sent by your mail server. Usedesk will not receive the email if you read it in the mail client — only unread emails will get into the system.
In the «Set connection types section, fill in the following fields:

1. Incoming connection (from Client to Usedesk)

  • Connection type — in the drop-down list, select "External";
  • E-mail address — required field. Enter the email address with which you are setting up an external connection. You can use not only email, but also login (without @);
  • E-mail password — required field. Enter the password for the email with which you are setting up an external connection. For most of the mail, you do not need to use a password from the mail itself, but a special application password. For example, using the instructions on the link, you can get the password of the application to connect Google mail;
  • Server (IMAP) — required field. This is protocol by which your mailbox will be available in Usedesk. For most mail clients (for example, Gmail, Yandex.Mail, Rambler, Mail) Usedesk will substitute value automatically – the main thing is to have IMAP access enabled in the mail settings. For example, this is the way how it is done in google mail;



    If Usedesk does not substitute a value and there is no data in your mail settings, an employee of your IT department will tell you this information;
  • Port (IMAP) — required field. This is the protocol by which the mail will be available in Usedesk. Use port 143 for connection without encryption, 993 for connection with TLS/SSL;
  • Encryption — select the type of encryption (ssl, tls, connection without encryption) using the prompt to fill the IMAP port;
  • Additional e-mail (1) — specify one more e-mail address (or the first one, if you specified a login before), so that Usedesk knows this address belongs to you and excludes it from a copy. For example, if a connected address is different from an address, to which clients write to you;
  • Additional e-mail (2) — specify another e-mail address, so that Usedesk knows this address belongs to you and excludes it from a copy. For example, if clients write to several addresses, which differ from a connected one.

2. Outgoing connection (from Usedesk to a Client)

  • Connection type — in the drop-down list, select "External";
  • E-mail address — required field. Enter the email address with which you are setting up an external connection. You can use not only email, but also login (without @);
  • E-mail password — required field. Enter the password for the email with which you are setting up an external connection;
  • Server (SMTP) — required field. This is protocol by which your mailbox will be available in Usedesk. For most mail clients (for example, Gmail, Yandex.Mail, Rambler, Mail) Usedesk will substitute value automatically. If Usedesk does not substitute a value and there is no data in your mail settings, an employee of your IT department will tell you this information;
  • Port (SMTP) — required field. This is the protocol by which the mail will be available in Usedesk. Use port 25 or 587 for connection without encryption, 465 for connection with TLS/SSL;
  • Encryption — select the type of encryption (ssl, tls, connection without encryption) using the prompt to fill the IMAP port;
  • From name — specify the name of the company, user, or channel on which the messages will be sent to the client;
  • From e-mail — the sender's e-mail that customers will see when they receive a letter from you. Fill it out if you want it to differ from the one used when connecting. You also need to fill in the field if you specified a login, not an e-mail, in the «Email address» field of the «Incoming connection» block.

After making all the changes, click "Save".


Internal connection

With this connection method, the mailbox forwards emails to the internal Usedesk address.
Fill in the following fields in the «Set connection types» section:
1. Incoming connection (from Client to Usedesk)
  • Connection type — select the internal Usedesk address to which you want to forward emails from your mailbox. By default, the address of the type company-#@inbound.usedesk.com is set in the drop-down list;
  • Additional e-mail (1) — specify one more e-mail address (or the first one, if you specified a login before), so that Usedesk knows this address belongs to you and excludes it from a copy. For example, if a connected address is different from an address, to which clients write to you;
  • Additional e-mail (2) — specify another e-mail address, so that Usedesk knows this address belongs to you and excludes it from a copy. For example, if clients write to several addresses, which differ from a connected one.

2. Outgoing connection (from Usedesk to a Client)

  • Connection type — in the drop-down list, select "External";
  • From name — specify the name of the company, user, or channel on which the messages will be sent to the client;
  • From e-mail — the sender's e-mail that customers will see when they receive a letter from you. Fill it out if you want it to differ from the one used when connecting. You also need to fill in the field if you specified a login, not an e-mail, in the «Email address» field of the «Incoming connection» block;
  • Blind carbon copy (BCC) — 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).

After making all the changes, click "Save".