How to get support mail for your account

Follow the steps get support mail for your account

Step 1: Go to the side navigation bar and choose the "Control Center" option.

Step 2: Choose the "Email" option from Channels section

Step 3: Your Support Email box at DeskDay will be mentioned over there.

Step 4: Emails sent to support Email ID are automatically converted into tickets.

Alternatively , You can create a rule in your current support mailbox to forward incoming emails to your DeskDay specified support email id ([email protected])

How to Configure a Custom Support Mail Server

Access Support Email Settings
Click on the "Support Email +" button. You'll see three options:
- Google
- Microsoft
- Custom
Sign in to Google or Microsoft
- Select Google or Microsoft and click "Sign In."
- You'll be redirected to the respective sign-in screen.
- Complete the sign-in process as prompted.
Customize Display Name
After signing in, customize your display name to suit your preference:
- Use your Company Name.
- Use Technician Name.
- Set a Custom Name.
Set Default Boards
Under the "Select Boards" section, you can assign default boards for each email account.
Set as Primary Email (Optional)
You can make this email the primary support email by enabling the "Primary Email" option.

That's it! Your support mail server is now configured.

(NB: Verification is pending on Google's side and will be completed in a few weeks. In the meantime, you'll see a screen like this. Simply click on "Advanced" and then "Proceed." Rest assured, everything is safe with us.)

Configure email forwarding in Microsoft 365

Email forwarding lets you forward email messages sent to a user's mailbox to another user's mailbox inside or outside of your organisation.

In the admin center, go to the Users > Active users page.
Select the name of the user whose email you want to forward and select the Mail tab.
Select Manage email forwarding.
On the email forwarding page, select Forward all emails sent to this mailbox. Enter the forwarding address as DeskDay support mail, and choose whether you want to keep a copy of forwarded emails. If you don't see this option, make sure a license is assigned to the user account.
Select Save changes.

(NB: Please make sure that "Authenticated SMTP" is checked from the Manage email apps section)

Adding Customer Domain

By including the customer's domain within their account details, any emails sent by users from that domain will automatically add those users to the recipient list. Simplify user management effortlessly with this seamless integration.

Note:
The Mailbox Name setting is intended to control the display name that users see in communications such as ticket notifications, announcements, invoices, reminders, and reports.

Here’s how it works:

If Company Name is set as primary mailbox name, your configured company name will appear as the display name in all communications.
If Technician Name is set as primary mailbox name, only ticket notifications will use the technician’s name, while all other communications will default to the company name.
If Custom Name is set (e.g., "Intrepitek Supportdesk" as primary mailbox name), that name will appear in all communications.

For chat communications on tickets, the display name will show the resource name (technician) who sent the message.

For mail tickets, all replies will use the display name from the mailbox that received the original email, rather than the primary mailbox.

For onboarding emails (e.g., activation, password reset, account lock) will always use your company name.