Transcript:
One of the first things you’ll want to do when setting up your OneDesk account is to start capturing tickets from email. If you haven’t already, you can go through the quick setup wizard.
In short the email flow is as follows:
Directly connect or auto forward your support email inbox. New emails will be created as tickets in OneDesk with everything captured – the email subject line is the title of the ticket, the body message the ticket description, any attachments are included, the customer’s information is captured and they are linked to the ticket. You can then respond directly from the ticket in OneDesk, with responses sent to your customer’s email account.
If you use Google Workspace, Gmail, or Office 365 you can directly connect your incoming and outgoing email server. For other providers, or if you prefer, you can set-up auto forwarding to create tickets, as well as use a custom outgoing SMTP server.
Check the timestamps in the video scroll bar to navigate to specific details about your provider or preferred method.
O365 Users
For Office 365 users, Connect your support inbox from Administration -> Email -> Settings
You can connect your support email directly via OAuth. Simply sign into your support account. Ensure you have SMTP AUTH enabled in your support email’s account. This is on by default and you can see instructions on how to do it here. Once you sign into your account your outgoing and incoming channels will automatically be connected. This means, new emails will be created in your account as tickets. Then, you can respond to customers from within OneDesk with these responses going out from the same address.
Gmail / Google Workspace users
For Google Workspace or Gmail users, connect your support inbox from Administration -> Email -> Settings.
You can connect your support email directly via an App Password. You can find instructions at the link here. First, Make sure you have two factor authentication turned on in your support account. Follow the link found in the instructions to create an app password. Generate the app password and copy and paste it here along with your support address. Once you connect, your outgoing and incoming channels will automatically be connected. This means, new emails will be created in your account as tickets. Then, you can respond to customers from within OneDesk with these responses going out from the same address.
Auto forwarding / any other provider
From any email provider you can set-up auto forwarding to capture tickets. So use this method if you use different provider or prefer to use the forwarding method.
Go to your administration, tickets and make note of your ticket’s email capture address. Yours will be similar, but with a different part in the middle here. Now, when you have this email address, what you’ll want to do is set up an auto-forward from your regular support email address to this email address. This means that whenever an email is captured from your support email address, it will auto forward to this. OneDesk will then capture it and create a ticket out of it. You can use OneDesk’s servers to send your outgoing emails or you can configure your own SMTP outgoing channel. If you use OneDesk’s servers you can configure how the outgoing email looks to your customers. From administration -> Emails -> settings, you can configure the send address here to your own support address, so this address is displayed to your customers. In this section you can also choose to add your own custom SMTP server. Simply click on ‘Add Outgoing Email’ and select custom SMTP. Fill in the fields and validate. If you have any questions about the email flow or setting up your email to ticket creation. Feel free to reach out via live chat or email support at OneDesk.com