Question 1

How do I add a mailbox to Deskhero?

Accepted Answer

1) Go to Configurations, then Mailboxes, and click "Add Mailbox". 2) Select the authentication method: Google or Microsoft (both marked Recommended), or click "Add a mailbox using DNS Records" to use your own domain without signing in to a provider. 3) Follow the four-step wizard: sign in to the provider or enter your address and DNS records, choose the group the mailbox should be attached to, and finish the setup. A footer link "How to add a mailbox?" opens a detailed guide on the Deskhero website.

Question 2

Which email providers can I connect to Deskhero?

Accepted Answer

Deskhero mailboxes support four types: Google (Gmail / Google Workspace) and Microsoft (Microsoft 365 / Outlook) via sign-in, a DNS-based setup for any email address on your own domain using DNS records plus email forwarding, and Deskhero-provided addresses on your workspace's built-in domain. IMAP is not available for ongoing mailbox sync; it is only offered for one-time email imports on the Import Emails page.

Question 3

How do I connect a Gmail or Google Workspace mailbox?

Accepted Answer

1) In Configurations, open Mailboxes and click "Add Mailbox". 2) Choose Google. 3) Review the requested permissions and click "Proceed to Google"; sign in with the account that owns the mailbox you want to synchronise. 4) Back in Deskhero, the email address is filled in from the Google account you authorized, so pick the group to attach the mailbox to and submit. 5) You will see "Mailbox successfully added" and the mailbox will be ready in a few minutes.

Question 4

How do I connect a Microsoft 365 or Outlook mailbox?

Accepted Answer

1) In Configurations, open Mailboxes and click "Add Mailbox". 2) Choose Microsoft. 3) Review the requested permissions and click "Proceed to Microsoft"; sign in with an account that has access to the (shared) mailbox you want to synchronise. 4) Back in Deskhero, enter or confirm the mailbox address, choose the group to attach it to, and submit. 5) You will see "Mailbox successfully added" and the mailbox will be ready in a few minutes.

Question 5

Can I connect a shared Microsoft mailbox like support@ or info@?

Accepted Answer

Yes. When adding a Microsoft mailbox, sign in with a Microsoft account that has access to the shared mailbox, then enter the shared address (for example support@yourcompany.com) as the mailbox to synchronise. Deskhero requests the Microsoft permissions "Read & manage shared mailboxes" and "Send email from shared mailboxes" so it can answer customers as, for example, support@ instead of a personal address. Make sure the signed-in account has been granted proper access to the shared mailbox in Microsoft 365 first; the setup screen links to a how-to guide for this.

Question 6

What Google permissions does Deskhero ask for when I connect a Gmail mailbox, and why?

Accepted Answer

Three Gmail permissions are requested: 1) "Read your Gmail" (scope gmail.readonly) imports incoming messages and turns them into support tickets. 2) "Manage labels & archive email" (scope gmail.modify) lets Deskhero add labels, mark messages as read, or archive them once a ticket is handled. 3) "Send email from your Gmail address" (scope gmail.send) enables replies and new emails that come from you or a Gmail alias. Each permission is explained on the connect screen before you are redirected to Google.

Question 7

What Microsoft permissions does Deskhero ask for when I connect a mailbox, and why?

Accepted Answer

Five permissions are requested: 1) "Read & manage your mailbox" (Mail.ReadWrite) to import messages, mark them read or archived, and keep ticket status in sync. 2) "Send email from your address" (Mail.Send) so users can reply or send messages directly from your address. 3) "Read & manage shared mailboxes" (Mail.ReadWrite.Shared) for team addresses such as support@ or info@. 4) "Send email from shared mailboxes" (Mail.Send.Shared) so replies can come from a shared address instead of a personal one. 5) "Stay connected in the background" (offline_access) so syncing continues even if you are signed out.

Question 8

Why does Deskhero need offline access to my Microsoft account?

Accepted Answer

The "Stay connected in the background" permission (offline_access) lets Deskhero keep synchronising your mailbox even when you are not signed in. Without it, the connection would stop working as soon as your sign-in session expired, and new emails would no longer arrive as tickets.

Question 9

Will Deskhero change anything in my Gmail inbox?

Accepted Answer

Deskhero requests the Gmail permission "Manage labels & archive email", which lets it add labels, mark messages as read, or archive them once the related ticket is handled. It reads incoming messages to create tickets and can send replies from your address, but it works alongside your inbox rather than replacing it.

Question 10

What happens right after I connect a Google or Microsoft mailbox?

Accepted Answer

The mailbox is created with the status "Activation in progress" and a message tells you it will be ready in a few minutes. In the background Deskhero subscribes to new incoming mail and starts an initial import: recent sent emails are scanned to build AI knowledge, and if your workspace has very few tickets, some recent emails are also imported as tickets. You get progress notifications like "Importing knowledge..." and "Importing tickets..." and the status changes to Active when setup completes.

Question 11

Does Deskhero import my old emails when I connect a mailbox?

Accepted Answer

Yes, for Google and Microsoft mailboxes an initial import runs automatically. Deskhero imports recent emails from your sent folder (currently up to 250) as AI knowledge, and if your workspace has fewer than 10 existing tickets it also imports a small batch of recent emails (currently up to 25) as tickets so you have something to work with. The connect screen describes this: "By using Microsoft or Google we will be able to synchronise your emails and auto-import your latest emails as tickets."

Question 12

Can I connect a mailbox with a different Gmail address than the account I sign in with?

Accepted Answer

No. For Google, the mailbox address is taken from the Google account you authorize, and the address field is locked to that account. If you try to re-authenticate an existing mailbox with a different email address, you get the error "You are trying to re-authenticate with a different email address. Please use the same email address." Microsoft is more flexible: you can sign in with one account and synchronise a shared mailbox that the account has access to.

Question 13

Where can I find help guides for connecting mailboxes and forwarding email?

Accepted Answer

Deskhero links to how-to guides directly from the setup screens: "How to add a mailbox?" on the Add Mailbox dialog opens the connect-mailbox guide on deskhero.com, the forwarding screen links to a guide on forwarding emails to external domains, and the Microsoft connect screen links to a guide on configuring shared mailbox access in Microsoft 365.

Connecting a mailbox

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