✔️ Available on
all subscriptions.
What | Create inboxes to
receive and manage your client
emails. |
Why |
|
Who |
|
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 |
|
Who |
|
When | You need to manage client
contacts and requests
centrally and allocate them to
your team. |
Before you
start
- Teamwork Desk has email sending limits in place for unverified domains. To increase your email sending limits, you must verify the inbox's domain.
- An inbox and an agent cannot have the same email address.
Create
an inbox
- Click your profile
icon in Teamwork Desk's main
navigation menu.
- Select Settings.
- Switch to
the Inboxes tab.
- Click Add inbox in the
view's top right.
- Choose an email for the inbox (aka the
address clients use to contact you):
- Option 1: Connect a team email — connect your existing team email (ex. support@yourcompany.com).
- Option 2: Create a new email address — create a new email address powered by Teamwork Desk (ex. support@yourcompany.teamwork.com).
- Click Next.
Depending on which email option
you chose in step 5, follow the
corresponding section below.
Option 1:
Connect a team email address
- Select your email provider. In
this example, we're using
Outlook.
- Outlook
- 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.
- Click Next.
- Enter an inbox name.
- 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.
- Click Next.
- Log in to your email account.
- Click Accept to grant
Teamwork Desk access to the
account.
- Search for and select other agents to
share the inbox with.
- 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:
- If the reply body contains an
agent's
name, that agent is used.
- If the ticket is assigned to an
agent,
that agent is used.
- 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
- Enter an inbox name.
- 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.
- Click Next.
- Search for and select other agents to
share the inbox with.
- Click Finish setup.