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Setting up support mail for email ticketing

Jobin Johny avatar
Written by Jobin Johny
Updated over a week ago

How to get support mail for your account

Follow the steps below to find your DeskDay support email ID and start receiving tickets via email.

Step 1: Go to the side navigation bar and select Control Center.

Step 2: Under the Channels section, click on Email.

Step 3: Your Support Email ID configured in DeskDay will be displayed here.

Step 4: Any email sent to this Support Email ID will be automatically converted into a ticket in DeskDay.
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How to Configure a Custom Support Mail Server

Access Support Email Settings

Click on the "Support Email +" button. You will see the following options:

  • Google

  • Microsoft

  • Custom


​Configure Google or Microsoft Mailbox

DeskDay now supports configuring mailboxes using Microsoft Graph API, ensuring secure and reliable email access.

Sign in to Google or Microsoft

Step 1: Admin Consent (One-Time per Tenant) for Microsoft Accounts

DeskDay requires a one-time Microsoft Entra Admin consent per tenant to access mailboxes via Microsoft Graph API.

  • This step applies only for Microsoft mailboxes.

  • If you are adding a Google account, you can skip this step and proceed directly to Step 2.

For Microsoft mailboxes:

  • If consent has not already been granted, you will see an "Admin Consent Required" section.

  • Click "Approve for tenant" and sign in using an Admin account to approve access.

This step is mandatory and only needs to be completed once per tenant.

Step 2: Choose Email Provider

Select Google or Microsoft and click Sign In.

Step 3: Sign In

You’ll be redirected to the respective provider’s sign-in page. Complete the authentication flow as prompted.

📌 Note: Currently, DeskDay monitors only the Inbox folder. Subfolders, Spam, and Junk folders are not tracked. Please ensure support emails land directly in the Inbox.

Configure a Microsoft Shared Mailbox

Step 1: Enable Shared Mailbox Option

  • Enable the "Use Shared Mailbox" toggle.

Step 2: Enter Shared Mailbox Email

  • A text field will appear.

  • Enter the Shared Mailbox email address.

Step 3: Sign In with Delegated Account

  • Click "Sign in with Microsoft".

  • Authenticate using an account that has delegated access to the shared mailbox.

Test Connection

This step is common for both regular mailboxes and shared mailboxes.

  • After successful sign-in, you’ll be redirected back to the configuration drawer.

  • Click "Test Connection" to validate the setup.

  • Once the test passes, proceed with configuring the mailbox settings

Mailbox Configuration Settings

After a successful connection, configure the following options:

Customize Display Name

Choose how the sender name appears in outgoing communications:

  • Company Name – Uses your configured company name.

  • Technician Name – Uses technician name for ticket notifications.

  • Custom Name – Define a custom display name (e.g., Support Desk).

Set Default Boards

Under Select Boards, assign default boards for tickets created via this email account.

Set as Primary Email (Optional)

Enable Primary Email if this mailbox should be treated as the main support email.

Configure a Custom Mail Server

Step 1: Select Custom Mail Option

From the available options, select "Custom".

Step 2: Customize Display Name

Choose how your support mailbox name will appear in outgoing emails:

  • Company Name – Use your company’s name as the display name.

  • Technician Name – Display the technician’s name in outgoing emails.

  • Custom Name – Set a personalized name for outgoing emails.

Step 3: Assign Default Boards

Under the "Select Board" section, choose the board where all incoming emails from this mailbox will be converted into tickets.

This helps keep tickets organized.

Step 4: Enter Mail Server Details

Fill in your mail server details under the Custom Mail Configuration section.

Support Email

Incoming Mail Settings

Provide the details required to receive emails from your custom mail server:

  • Username* – Username to authenticate your mailbox.

  • Password* – Password to authenticate your mailbox.

  • IMAP Host* – Incoming mail server address (e.g., imap.yourdomain.com).

  • IMAP Port* – IMAP port number (commonly 993 for SSL).

  • Use SSL – Enable for a secure connection.

Outgoing Mail Settings

Configure your outgoing mail server details:

  • Enable "Use different credentials for outgoing mail" if required.

  • SMTP Host* – Outgoing mail server address (e.g., smtp.yourdomain.com).

  • SMTP Port* – SMTP port number (commonly 465 for SSL).

  • Use SSL – Enable for secure outgoing emails.

Step 5: Verify and Save

  • Click "Verify and Save" once all fields are filled.

  • DeskDay will validate the credentials and confirm the connection.

Your custom mail-based support server is now configured and ready to use.

📌 Note: Only the Inbox folder is monitored for incoming emails. Subfolders, Spam, and Junk folders are not tracked.

Email Configuration Behavior

  • Mailbox Name controls the display name used in:

    • Ticket notifications

    • Announcements

    • Invoices

    • Reminders

    • Reports

  • If Company Name is set as the primary mailbox name:

    • All communications will display the company name.

  • If Technician Name is set:

    • Only ticket notifications will show the technician name.

    • Other communications will use the company name.

  • If Custom Name is set:

    • The custom name will appear in all communications.

  • Chat messages on tickets:

    • Display the technician (resource) name who sent the message.

  • Mail-based tickets:

    • Replies use the display name of the mailbox that originally received the email.

    • The primary mailbox name is not used in this case.

  • Onboarding emails (activation, password reset, account lock):

    • Always sent using your company name.

SPF Configuration

DeskDay sends emails via its own infrastructure.

To ensure proper email delivery, include the following IP address in your domain’s SPF record:

3.220.70.133

This is DeskDay’s NAT public IP and is required for reliable email delivery.

Alternative Option: Forward Emails to DeskDay

If you already have an existing support mailbox and do not want to add it directly in DeskDay, you can create a forwarding rule to route incoming emails to your DeskDay support email ID:

support@<MSPID>.deskday.ai

This ensures all incoming support requests are still captured as tickets in DeskDay without configuring the mailbox inside the product.

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