Question 1

What does the mailbox status "Forwarding required" mean?

Accepted Answer

It means the mailbox was added using DNS records but email forwarding has not been verified yet, so incoming mail is not reaching Deskhero. Click the "Setup forwarding" button on that mailbox row, forward incoming email from your address to the Deskhero forwarding address shown, then click "Verify mailbox" so Deskhero can send a test message and confirm the forwarding works.

Question 2

What does the mailbox status "Re-authentication required" mean and how do I fix it?

Accepted Answer

It means Deskhero's connection to your Google or Microsoft account is no longer valid, for example because the password changed or access was revoked, so mail sync has stopped. Open the mailbox (edit it) and click "Re-authenticate", then sign in to the provider again using the same email address as before. On success you will see "Mailbox re-authentication successful".

Question 3

Why did mailbox re-authentication fail?

Accepted Answer

The most common reason is signing in with a different account: Deskhero shows "You are trying to re-authenticate with a different email address. Please use the same email address." Sign in to the provider with exactly the same account that originally authorized the mailbox (you can see it under "Authorised by" in the Edit Mailbox screen) and try again.

Question 4

What do the different mailbox statuses mean?

Accepted Answer

Active means the mailbox is connected and working. "Activation in progress" means a newly added Google or Microsoft mailbox is still being set up and imported. "Re-authentication required" means the provider connection broke and you need to sign in again. "Forwarding required" means a DNS-type mailbox still needs email forwarding set up and verified before incoming mail becomes tickets.

Question 5

I connected my mailbox but authentication failed. What should I do?

Accepted Answer

If the provider sign-in does not complete correctly you will see "Mailbox authentication failed". Click "Add Mailbox" again, choose the same provider, and redo the sign-in, making sure you approve all requested permissions and use an account that has access to the mailbox you want to synchronise. For an existing mailbox that lost its connection, use the "Re-authenticate" button in Edit Mailbox instead, signing in with the same email address as before.

Mailbox status and fixes

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