✔️ Available to all Teamwork subscriptions.

What
Create Teamwork Desk inboxes directly from Teamwork.com to receive and manage your client emails. You'll be able to track those emails in client and project views in Teamwork.com!
Why
  • Set up a point of contact for client communications.
  • Save time by creating inboxes as you work in Teamwork.com.
  • Automate email sync by adding client domains.
Who
  • Teamwork.com site admins (in the owner company) can initiate a Teamwork Desk trial. The Teamwork.com site owner becomes the Desk site owner and a full-time agent. Teamwork.com admins are added as Desk admins. They can:
    • Create Desk inboxes (individual or shared) via Clients view.
    • Manage client email domains.
  • Teamwork.com site admins and standard users with the following permissions (as long as Desk is already active for the account):
When
You need to manage client contacts and requests centrally and allocate them to your team.
What
Create Teamwork Desk inboxes directly from Teamwork.com to receive and manage your client emails. You'll be able to track those emails in client and project views in Teamwork.com!
Why
  • Set up a point of contact for client communications.
  • Save time by creating inboxes as you work in Teamwork.com.
  • Automate email sync by adding client domains.
Who
  • Teamwork.com site admins (in the owner company) can initiate a Teamwork Desk trial. The Teamwork.com site owner becomes the Desk site owner and a full-time agent. Teamwork.com admins are added as Desk admins. They can:
    • Create Desk inboxes (individual or shared) via Clients view.
    • Manage client email domains.
  • Teamwork.com site admins and standard users with the following permissions (as long as Desk is already active for the account):
When
You need to manage client contacts and requests centrally and allocate them to your team.

Before you start

  • Shared inboxes cannot have the same email address as an agent.
  • Agent and individual inbox emails can be the same. 

Create an inbox

🔑 The option to connect email to clients is only visible to owner company site admins until a Teamwork Desk trial or subscription is active.

Step 1: Create an inbox

  1. Click Clients in Teamwork.com's main navigation menu. It might be hidden under the ... More option.
  2. Select a client name to view their profile.
  3. Switch to the client's Tickets tab.
  4. Click Connect email.

Step 2: Connect an email address

  1. Select Connect a work email. This is the address clients use to contact you, ex. yourname@yourcompany.com).
    📝 Desk admins can also create a shared inbox using the team email option (ex. support@yourcompany.com).
  2. Click Next.
  3. Select your email provider:
    1. Outlook
    2. Gmail
  4. Click Next.
  5. Enter an inbox name.
  6. 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.


     
  7. Click Next.

Step 3: Sync emails

  1. Choose which emails are shared with the inbox:
    1. Show only client-associated emails: Allow people with access to the inbox to see only emails associated with the client's domain.
      📝 We recommend choosing this option for more control over the emails filtered into the inbox — a ticket reaches the inbox if a) the sender already exists as a Desk customer and is associated with a company, or b) the sender's email matches a domain assigned to a Desk company.
    2. Show all emails: Allow people with access to the inbox to see all emails associated with the connected account.
  2. Click Next.

Step 4: Manage domains

Only populate client emails associated with specific domains or email addresses. This filters down the emails that are imported from your connected mail account.

Additionally, you can exclude domains you do not want to sync emails from.

  1. Enter one or two domains / addresses.
  2. Click Add additional domain or email if you need to add more.
  3. Click Next.
  4. Enter any domains / addresses you do not want to sync.
  5. Click Next.

Step 5: Connect your email account

  1. Log in to your email account.
  2. Check the Select all box to grant Teamwork Desk access to the account.
  3. Click Continue.

Step 6: Share the inbox

  1. Choose who to share the inbox with:
    1. Click the Select your teammates field.
    2. Click the plus beside each user you want to grant access to the inbox. 
  2. Choose each user's permissions:
    1. Access (read only or read and reply)
    2. Inbox admin
  3. Click Finish set up.

Client domain matching

The integration between Teamwork.com and Teamwork Desk provides the ability for automatic client email syncing based on email domain matching.
  • Existing Desk companies synced to Teamwork.com populate the company's tickets in the corresponding Teamwork.com client profile.
  • When creating or editing clients in Teamwork.com, you can further curate a client's associated tickets by setting domains.

Existing client

  1. Select Clients in Teamwork.com's main navigation menu.
  2. Scroll to a client row.
  3. Hover over the Unread emails field and click Add domain. Alternatively, hover over the client, then click the pencil on the client row's right.
  4. Enter a domain name.

    Image Placeholder
     
  5. Click Add additional domain for each domain you need to add.
  6. Click Save (or Update client / Add client).

New client

  1. Select Clients in Teamwork.com's main navigation menu.
  2. Click Add client in the view's top right
  3. Fill out the client's required details.
  4. Enter a domain name under Shared email.
  5. Click Add additional domain for each domain you need to add.
  6. Click Add client.

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