Email forwarding is the most straightforward eDesk receiving mode and will allow you to automatically forward emails to your eDesk account.
Before you start
- You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
01 How do I add my support email address?Connecting your support email will allow all your emails to flow into eDesk. To find out all the steps to achieve this, click here.
02 How do I only import certain emails in eDesk?Email forwarding is the most straightforward eDesk receiving mode and will allow you to automatically forward emails to your eDesk account. To find out more about this process, click here.
03 What is the difference between the Gmail Integration and Gmail Mail Forwarding?The easiest way to connect your Gmail email to eDesk is through our integration which is built on OAuth 2. You can find out how to connect your Gmail email in 5 seconds here. If you would like to filter the messages that are visible in eDesk, you will need to connect your Gmail email using mail forwarding. You can find out how to do this here.
04 What happens to the emails in the mail client?The incoming mail handler periodically checks all your mailboxes connected to eDesk and generates tickets from incoming emails. The emails are then matched with orders (when relevant) so you'll have all the information you need directly in your eDesk Mailbox. These are different ways for eDesk to import emails into the mailbox.
To find out more about receiving modes in eDesk, click here.
05 I am getting an error that the email address is already usedIf you were already using eDesk in the past and had the same email address linked, what you can do is contact our Support Team so they delete and re-add the channel for you.
If you already linked your email address in eDesk to import all your support tickets in your account but this same email address is also being used for another one of your channels (Walmart for example). When trying to set up mail forwarding for Walmart, if you enter that same email address you will receive an error message in eDesk as you cannot use the same email address twice.
Ideally, you could create a new support email address for your Walmart support queries. That way, when adding these platforms to eDesk, you won’t be using the same email address and your tickets will get imported just fine.
If you can’t do this, we have a workaround available to help you! To find out more about this, click here.
06 What address do customers see when I send a message from eDesk?
There are a variety of ways to set up a From email address in eDesk. If you want to use an email address that isn’t provided by eDesk, then you can set up your eDesk account to connect to your email provider’s SMTP server.
To find out more about sending modes in eDesk, click here.
To find our more about sending emails via SMTP in eDesk, click here.
07 My emails are not coming into eDesk from my Gmail account
If your emails are not imported into eDesk from your Gmail account, feel free to check this help file here.