Question 1

Where do I manage my email mailboxes in Deskhero?

Accepted Answer

Go to Configurations and open Mailboxes. There you can see all connected email accounts grouped by domain, add a new mailbox with the Add Mailbox button, edit or delete existing ones, set up DNS for custom domains, and set up email forwarding where required.

Question 2

Who can add or change mailboxes?

Accepted Answer

Only workspace Owners and Admins can add, edit or delete mailboxes. Someone with the User role can see the Mailboxes page, but the buttons are disabled and show the message "Not enough rights to do that".

Question 3

What does "Attach to group" mean when adding a mailbox?

Accepted Answer

Every mailbox belongs to one group in your workspace. Emails arriving at that mailbox create tickets that are routed to the attached group, so the right team handles them. When adding a mailbox you pick the group from a dropdown; if a group named Support exists it is preselected by default.

Question 4

Can I create a new group while adding a mailbox?

Accepted Answer

Yes. In the "Attach to group" dropdown, type the name you want and choose "Create a new group". The group is created together with the mailbox, and tickets from that mailbox will be routed to it.

Question 5

How do I change which group a mailbox is attached to?

Accepted Answer

1) Go to Configurations, then Mailboxes. 2) Click the edit button on the mailbox row to open Edit Mailbox. 3) Pick a different group in the Groups dropdown. 4) Click Save changes. You will see the confirmation that the mailbox has been updated.

Question 6

How do I disconnect or delete a mailbox?

Accepted Answer

1) Go to Configurations, then Mailboxes. 2) Click the delete button on the mailbox row, or open Edit Mailbox and click "Delete the Mailbox?" under Advanced settings. 3) Confirm in the dialog. The warning explains this cannot be undone: the mailbox is permanently deleted and you will no longer receive incoming emails from it.

Question 7

Can I undo deleting a mailbox?

Accepted Answer

No. The delete confirmation states "This action can not be undone. This will permanently delete the mailbox, you will no longer receive incoming emails from this mailbox." If you need the address again, add it as a new mailbox and go through the connection steps once more.

Question 8

Can I connect more than one mailbox to my Deskhero workspace?

Accepted Answer

Yes. You can add multiple mailboxes, and the Mailboxes page groups them by email domain. Each mailbox can be attached to a different group so, for example, support@ goes to the Support team and billing@ to the Billing team. The number of mailboxes included depends on your plan; the Plans page lists a Mailboxes allowance.

Question 9

What is a Deskhero provided mailbox?

Accepted Answer

It is an email address on your workspace's built-in Deskhero domain (based on your workspace name), so you can receive support email without owning a domain or connecting Google or Microsoft. When adding a mailbox, choose the built-in domain from the domain dropdown; addresses on it show the authentication type "Deskhero provided" and are active immediately with no DNS or forwarding setup.

Question 10

Will replies to customers be sent from my own email address?

Accepted Answer

Yes. For Google and Microsoft mailboxes, Deskhero requests permission to send email from your address (or a shared address such as support@), so customers see replies coming from you. For DNS mailboxes, the DNS records you add allow Deskhero to safely send emails on behalf of your domain, so replies come from your own domain's address there too.

Question 11

Can several mailboxes share the same email domain?

Accepted Answer

Yes. The Mailboxes page groups mailboxes by domain, and the DNS setup is a one-time job per domain: once the domain's DNS records are verified, you can add more addresses on that domain without repeating the DNS step. Each additional DNS mailbox still needs its own email forwarding set up and verified.

Mailboxes explained

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