Question 1

What is the Import Emails feature in Deskhero?

Accepted Answer

Import Emails lets you bring your existing email history into Deskhero so the AI can learn from it. Found under Configurations in the Superpowers section, it connects to an email account via Google, Microsoft, or IMAP, reads a chosen sent folder, and imports the messages as AI knowledge. The empty state describes it as "Import your existing emails as AI Knowledge".

Question 2

Who can use the Import Emails page?

Accepted Answer

Only workspace Owners and Admins. The page lives under Configurations in the Superpowers section, the route is restricted to those roles, and for other users the "Import email account" button is disabled with the message "Not enough rights to do that".

Question 3

How do I import old emails using my Google or Microsoft account?

Accepted Answer

1) Go to Configurations, then Import Emails, and click "Import email account". 2) In the Choose Import Option step, pick Google or Microsoft. 3) Review the read-only permissions and click "Proceed to Google/Microsoft" to sign in. 4) Back in Deskhero, the Import Folder step opens: enter a Friendly Name, confirm the mailbox, pick the email folder (sent folders only, shown with message counts), and assign the import to a group. 5) Click "Start Import".

Question 4

How do I import old emails using IMAP?

Accepted Answer

1) Go to Configurations, then Import Emails, and click "Import email account". 2) Choose the IMAP option. 3) In the IMAP Credentials step, enter the hostname (for example imap.gmail.com), port (typically 993), username, and password, then submit; Deskhero tests the credentials and fetches your folders. 4) In the Import Folder step, give the import a Friendly Name, pick the folder, and assign it to a group. 5) Click "Start Import".

Question 5

Why can I only pick sent folders when importing emails?

Accepted Answer

The folder dropdown on the Import Folder step is labelled "Email folder (sent folders only)". Deskhero builds AI knowledge from the answers your team has already written, and those live in sent folders, so the import focuses on messages you sent rather than everything you received.

Question 6

What permissions does the email import ask for, and are they different from a mailbox connection?

Accepted Answer

Yes, importing asks for less. For Google it requests only "Read your Gmail" (read-only) to import messages. For Microsoft it requests "Read your mailbox", "Read shared mailboxes" (for team addresses such as support@ or info@), and "Stay connected in the background" so the import can finish even if you sign out. Unlike a full mailbox connection, the import never asks for permission to send email or modify your mailbox.

Question 7

Can I import emails from a shared or different mailbox with Microsoft?

Accepted Answer

Yes. After signing in with Microsoft on the Import Emails page, the Import Folder step lets you type a different mailbox address (for example a shared support@ mailbox your account can access) and click "Refresh Folders" to load that mailbox's folders. With Google, the import is tied to the signed-in account and the mailbox field cannot be changed.

Question 8

How can I follow the progress of an email import?

Accepted Answer

The Import Emails page lists every import with columns for Name, Email, Folder, Message count, Retrieved count, Assigned to, and Status. Status shows "In progress" while messages are being retrieved and processed, "Done" when finished, or "Error" if something failed. Retrieved count versus Message count shows how far the import has come.

Question 9

What happens to the emails I import into Deskhero?

Accepted Answer

Deskhero reads the messages from the chosen folder and evaluates them with AI to extract useful knowledge. Messages judged useful are stored as question-and-answer knowledge that powers AI suggestions, and imported messages are also created as tickets tagged as imported (with a private note explaining the reason when a message did not qualify as knowledge). Your ticket list has an option to show or hide imported tickets so they do not mix with live customer tickets.

Question 10

Can I import the same email folder twice?

Accepted Answer

No. Deskhero blocks a second import for the same mailbox and folder combination with the error "EmailImport with the same mailbox+folder already exists". Delete the existing import first if you need to set it up again, or pick a different folder.

Question 11

Is there a limit to how many emails I can import?

Accepted Answer

Yes, the total number of imported email messages is limited by your plan. If you are at the limit when creating a new import, Deskhero shows "Over plan usage. Upgrade plan to import more messages". You can review and upgrade your plan under Configurations on the Plans page.

Question 12

How do I delete an email import?

Accepted Answer

On the Import Emails page under Configurations, click the delete button on the import's row and confirm in the dialog ("Are you sure you want to delete the import?"). This removes the import configuration from the list.

Importing old email

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