Inboxes are available on all subscriptions.
Feature overview
What
Create inboxes to receive, organize, and manage client emails in Teamwork Desk.
Why
  • Keep client communications in one central location.
  • Support team workflows by creating inboxes for different departments, clients, or contact types.
  • Link related tasks and work in Teamwork.com to client conversations.
  • Automate manual processes with inbox triggers.
Who
Site administrators can create and manage inboxes.
When
Create an inbox when you need a shared place to manage incoming client contacts and requests, then allocate them to your team.
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Before you start

Requirements

  • You must be a site administrator to create inboxes.
  • An inbox and an agent cannot use the same email address.
  • MS Exchange email addresses cannot be used.

Things to know

  • Teamwork Desk has email sending limits for unverified domains. To increase sending limits, verify the inbox domain.
  • You can connect an existing team email address through Gmail or Outlook, create a new Teamwork Desk-powered email address, or use advanced forwarding setup.
  • Email import is available for connected team email accounts and imports emails from the last 30 days.

Default agent for synced team inboxes
For synced team inboxes connected through Yoxel using OAuth via Gmail or Outlook, you can set a Default agent in the inbox settings.
  • When someone replies from the email client instead of Teamwork Desk, the reply is added to the thread and associated with the selected default agent.
  • This setting is only available for synced (Yoxel) team inboxes. It does not apply to individual inboxes, forwarded inboxes, or friendly inboxes.

Choose an inbox type

When creating an inbox, choose how Teamwork Desk should receive email for that inbox.

Option
Use when
Setup method
Connect a team email
You already have a shared team address, such as support@yourcompany.com.
Connect through Gmail or Outlook, or use advanced forwarding setup.
Create a new email address
You want a new inbox address powered by Teamwork Desk.
Create a custom prefix for an address using your Teamwork Desk domain.
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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 the email option for the inbox. This is the address clients use to contact you:
    • Connect a team email — connect an existing team email address, such as support@yourcompany.com.
    • Create a new email address — create a new email address powered by Teamwork Desk, such as support@yourcompany.teamwork.com.
    Create inbox email option selection
  6. Click Next.
Depending on which email option you chose, follow the corresponding setup section below.

Connect a team email address

  1. Select your email provider:
    Create inbox provider selection with Outlook, Gmail, and advanced setup options
  2. Click Next.
  3. Enter an inbox name.
  4. Optional: Toggle on Import emails to import emails from the last 30 days from the connected email account. This can help you pick up where you left off with ongoing client communications.
    Import emails option when creating an inbox
  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 the agents you want to share the inbox with.
  9. Click Finish setup.

Set the default agent for synced team inboxes

Synced team inboxes connected through Yoxel using OAuth via Gmail or Outlook include a Default agent setting in the inbox settings.

How it works
If someone replies from the connected email client instead of Teamwork Desk, the message is added to the existing thread. Because the shared inbox itself cannot be treated as an agent, Teamwork Desk associates the reply with the selected default agent.

Availability

  • Available only for synced (Yoxel) team inboxes connected using OAuth via Gmail or Outlook.
  • Not available for individual inboxes, forwarded inboxes, or friendly inboxes.

Best practice

We recommend replying to emails from Teamwork Desk wherever possible. Replying from Teamwork Desk helps ensure formatting, sender details, and thread handling are applied consistently.

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 before the @ symbol. The rest of the address follows the standard format @yoursite.teamwork.com.
    Create a new Teamwork Desk inbox email address
  3. Click Next.
  4. Search for and select the agents you want to share the inbox with.
  5. Click Finish setup.

Best practices

  • Verify your domain: Verify the inbox domain to increase sending limits and improve email deliverability.
  • Use shared inboxes for team workflows: Create team inboxes for addresses multiple agents need to manage, such as support, billing, or sales.
  • Set a default agent for synced inboxes: For synced Gmail or Outlook team inboxes, choose a default agent so replies sent from the email client are associated with the right user.
  • Reply from Teamwork Desk: Ask agents to respond from Teamwork Desk to keep formatting, sender information, and thread handling consistent.
  • Use forwarding only when needed: Use advanced forwarding setup when the inbox email provider cannot be connected directly through Gmail or Outlook.

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