⏳ New inbox creation flow in early release for some Teamwork Desk accounts.
✔️ Available on all subscriptions.

What
Create inboxes to receive and manage your client emails.
Why
  • Keep client communications in one central location.
  • Support your workflow by creating inboxes per department or contact type.
  • Integrate with Teamwork.com seamlessly, linking related tasks to client emails.
  • Automate manual processes by creating inbox triggers to update requests.
Who
  • Site admins can create inboxes.
When
You need to manage client contacts and requests centrally and allocate them to your team.
What
Create inboxes to receive and manage your client emails.
Why
  • Keep client communications in one central location.
  • Support your workflow by creating inboxes per department or contact type.
  • Integrate with Teamwork.com seamlessly, linking related tasks to client emails.
  • Automate manual processes by creating inbox triggers to update requests.
Who
  • Site admins can create inboxes.
When
You need to manage client contacts and requests centrally and allocate them to your team.

Before you start


Create an inbox

  1. Click your profile icon in Teamwork Desk's main navigation menu.
  2. Select Settings.
  3. Switch to the Inboxes tab.
  4. Click Add inbox in the view's top right.
  5. Choose an email for the inbox (aka the address clients use to contact you):
    1. Option 1: Connect a team email — connect your existing team email (ex. support@yourcompany.com).
    2. Option 2: Create a new email address — create a new email address powered by Teamwork Desk (ex. support@yourcompany.teamwork.com).
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  6. Click Next.

Depending on which email option you chose in step 5, follow the corresponding section below.

Option 1: Connect a team email address

  1. Select your email provider. In this example, we're using Outlook.
    1. Outlook
    2. Advanced setup — use this option if your email is with different provider.
      📣 Direct forwarding from Gmail is coming soon! For now, you can follow our Gmail external forwarding steps.
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  2. Click Next.
  3. Enter an inbox name.
  4. Toggle on the Import emails option to import emails (from the last 30 days) from the connected email account to the inbox. This is optional but can help you pick up where you left off with ongoing client communications.
     
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  5. Click Next.
  6. Log in to your email account.
  7. Click Accept to grant Teamwork Desk access to the account.
  8. Search for and select other agents to share the inbox with.
  9. Click Finish set up.

📝 Replying to a ticket via Outlook
If a ticket reply is sent via the synced Outlook account rather than Teamwork Desk, Teamwork Desk will do the following:
  1. If the reply body contains an agent's name, that agent is used.
  2. If the ticket is assigned to an agent, that agent is used.
  3. If the ticket is not assigned to an agent, the first admin agent listed on the inbox is used.

Option 2: Create a new email address

  1. Enter an inbox name.
  2. Enter the new email prefix. This is the custom portion of the email address that comes before the @. The rest of the email address will follow the standard format @yoursite.teamwork.com.
     
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  3. Click Next.
  4. Search for and select other agents to share the inbox with.
  5. Click Finish setup.

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