Email settings

You can configure HelpDesk to create new tickets from email messages and send email notifications.

Connect HelpDesk to Outlook mailbox

Navigate to Email settings section on the Settings page.


Click on Add Outlook mailbox button.


You’ll see a pop-up window. Enter the outlook email address.


You can enter either an individual mailbox or a Shared mailbox. HelpDesk supports both options. Check out the instruction about granting permissions to an Outlook mailbox when a user who grants permissions to the mailbox is different from the mailbox.

Click Grant access button and sign in using account that you specified. This will allow HelpDesk to read and send email messages under this account.


You’ll be asked to grant permissions to the HelpDesk app to work with the mailbox. HelpDesk needs the permissions to correctly process the messages.

Multiple Outlook mailboxes

It is possible to add multiple mailboxes to the HelpDesk. Messages will be received from them and replies are sent from corresponding mailboxes. One of the added mailboxes is marked as default. If a ticket is created from the user interface, the message will be sent from the default HelpDesk mailbox.

Email forwarding and custom SMTP

If you don’t want to add an Outlook mailbox you can configure email forwarding and custom SMTP if required.


You can use both option in the email settings: Outlook mailbox and email forwarding. HelpDesk is smart enough to avoid duplicate tickets.

Forwarding of e-mail messages from your support mailbox

Take a look at the email address in the screenshot. It was created automatically during HelpDesk installation.

Autogenerated email

If you send a message to this address, it will appear in HelpDesk as a new ticket. If you reply to this message directly or via HelpDesk, the reply will appear as a comment in a ticket discussion. This mailbox is used to create tickets and comments in real time and does not store your messages. You can find more information in this article.

You can use this address as the support email address of HelpDesk, but most likely you already have your own support email address. That is why you may want to configure email forwarding from your address to HelpDesk.

Create a rule in your mailbox to forward incoming email messages to HelpDesk address. Here is a list of instructions on how to set up email forwarding for some of the most popular platforms:

Change the reply address and email display name

If you choose to select the forwarding option, HelpDesk will use the auto generated email address for sending notifications. You can specify your own Reply to address, so your customers will reply to your own support mailbox.

You also can specify a friendly display name for your email address. By default, it is “HelpDesk”.

Email Settings

Custom SMTP server settings

By default, HelpDesk will use the auto generated email address for sending notifications. You can specify a custom Reply to address as described above, but alternatively, you can specify SMTP server settings for your support mailbox to make HelpDesk use your support mailbox for sending messages. To do it click Custom SMTP server settings. You will see a few parameters. Fill them in by following your SMTP server’s instructions and click “Save”. Also, you can test the correctness of entered settings by clicking on Test button.

SMTP Server Settings