Follow the steps add custom 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
Setting Up a Custom Support Email
Access Support Email Settings
Click on the “Support Email +” button.
From the options, select “Custom.”
Customize Display Name
Choose how your support mailbox name will appear in 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.
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.
Enter Mail Server Details
Fill in your mail server details under the Custom Mail Configuration section.
Support Email
Enter your support email address.
📩 Example: [email protected]
Incoming Mail Settings
Provide the details to receive emails from your custom mail server.
Username* – Enter the username to authenticate your mailbox.
Password* – Enter the password to authenticate your mailbox.
IMAP Host* – Enter the incoming mail server address (e.g.,
imap.yourdomain.com).IMAP Port* – Enter the IMAP port number (commonly
993for SSL).Use SSL – Enable this option for a secure connection.
Outgoing Mail Settings
Configure your outgoing mail server details.
If you want to use separate credentials for outgoing mail, enable “Use different credentials for outgoing mail.”
SMTP Host* – Enter the outgoing mail server address (e.g.,
smtp.yourdomain.com).SMTP Port* – Enter the SMTP port number (commonly
465for SSL).Use SSL – Enable this option for secure outgoing emails.
Verify and Save
Once all fields are filled, click “Verify and Save.”
DeskDay will validate your credentials and confirm the connection.
Your custom mail-based support server is now configured and ready to use!
📌 Note: Shared mailboxes cannot be used, as they do not support authentication. Use a dedicated mailbox with login credentials.
📌 Note: Currently, only the Inbox folder is monitored for incoming emails. Subfolders, Spam, and Junk folders are not tracked — please ensure your emails are delivered directly to the Inbox.