Within Teamwork Desk, you can create new inboxes to receive contacts from your customers.

Note: An agent and an inbox cannot have the same email address.

Click your profile icon in the top right of the navigation bar and select Settings from the dropdown menu.




In the settings area, go to the Inboxes tab and select the Add Inbox button in the top right. If you have not yet added any inboxes to your site, you will also see a Create your first inbox button in the middle of the page.

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In the Create Inbox modal, you will need to set a name and Teamwork Desk address for the inbox.

  • Teamwork Desk Address - create a new email address for the inbox, powered by Teamwork Desk.
    • This allows you to provide customers with your inbox address without the need to set up email forwarding from an external email client.
    • Use the text field to set a custom email prefix for the address.
    • The domain part of the address will be in the format @yoursitename.teamwork.com and cannot be changed.
    • Example Teamwork Desk address: support@mycompany.teamwork.com

By default, the Desk address field will populate with the inbox name you add. This can be adjusted independently.



Once you click Create, the next step of the setup allows you to grant existing agents access to the inbox. Click Save to finish adding the inbox to your site.




Forwarding from external addresses

When creating an inbox, an additional option at the bottom of the modal allows you to specify an external email address to use as a source address for customer contacts.

Once you click this option, an additional field will be displayed where you can enter an email address such as your company's current support email.

Note: External forwarding is currently only supported from private email domains. You cannot forward emails from @gmail.com, @outlook.com, @hotmail.com etc.




When using the external address option, you will be shown a prompt after the agent selection step to set up email forwarding from the email address you provided.

Using the copy icon to the right of the inbox address field, you can copy the address to your clipboard before adding it to your forwarding settings in your email provider.

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Managing inbox addresses

Inboxes created using a Teamwork Desk address will not have access to the Email Settings subsection of the inbox settings.

To add an external forwarding address to an existing inbox that is using a Desk address, go to the Inboxes tab of your site settings and select the relevant inbox.

While viewing the inbox, go to the Edit Inbox subsection and scroll to the Inbox address field.



Hover over the existing Teamwork Desk address and click the edit pencil. You can then remove the current address and replace it with your private email domain address. Click Save to update the inbox.



Once an external forwarding address is in place, you will see an additional option to Use inbox address.




When editing the inbox address field, clicking the Use inbox address option will reset the inbox to its original Teamwork Desk address.




For more information, see: Setting up Email Forwarding