If you already have a support email address that your customers use to email you directly, then you can link it to eDesk. Then, when customers send an email to this email address, it will appear in your eDesk Mailbox alongside your customer emails from webstores and marketplaces. There are a couple of ways to do this, which include using IMAP.

This help file explains how to set up your eDesk Mailbox to use IMAP to include emails that your customers send to your existing support email address.


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.
     
  • You’ll need to be on the eDesk Enterprise plan to access this feature. To find out more information, click here.

01 Quick Reminder

If you already invite your customers to contact you by emailing an existing support email address, then you’ll want to set up your eDesk Mailbox to include these emails as well as the messages that customers send you via your marketplaces and webstores.

Different email providers support different ways of linking your email address to eDesk. They usually support Mail forwarding, IMAP or both. 

  • Mail forwarding is when any emails that are received by your support email address are automatically forwarded onto your eDesk email address by your email provider. Note that the subject of the email is the same as the subject in the original email, and is not prefixed by “FW”. The original emails will continue to arrive in your mailbox for your support email address, but you can ignore them as you will now read and respond to them in eDesk.
     
  • IMAP is when eDesk connects directly to your email account and pulls the messages from there into your eDesk Mailbox. The original emails will continue to arrive in your mailbox for your support email address, but you can ignore them as you will now read and respond to them in eDesk.
 

Both of these methods will produce the same result, which is that your emails will now appear in your eDesk Mailbox.

Where an email provider supports both IMAP and Mail Forwarding, then which one should you choose when setting up eDesk? It’s really up to you. IMAP is more efficient, but Mail Forwarding requires less information to set up. However, if you already have rules in your email account that forward your emails elsewhere, then you might prefer to use a separate configuration for eDesk, i.e., IMAP.

Read on for instructions on setting up eDesk to use IMAP. To learn how to set up Mail Forwarding, click here.

02 Setting up eDesk to use IMAP to include messages sent to your support email address

Follow our easy step-by-step instructions below.

  1. Go to Settings → Mailbox Settings → Channels.
  2. Click + Add Channel and in the Support email row, click the icon for your email provider (Google (Gmail), Yahoo, or Outlook). If there is no icon for your particular email provider, then click Email.
    Connect your channels to eDesk
  3. The next step is to follow the instructions below for your particular email provider.

03 Connecting with Gmail

First of all, you need to open your Gmail in a separate browser window and check that IMAP is enabled.

  1. In the top right of your Gmail, click Settings See all settings.
  2. Click the Forwarding and POP/IMAP tab.
  3. In the IMAP access section, select Enable IMAP.
  4. Click Save Changes.

Now we will return to your eDesk window, and proceed with the following steps: 

  1. Click Authorize eDesk.
  2. Sign in to the Gmail account that you want to connect to eDesk.
  3. Click Allow so that eDesk (named xSellco Helpdesk) can access the email account.


     
  4. All done!
 

04 Connecting with Yahoo

  1. Enter the Yahoo email address you want to connect to eDesk.
  2. Select Option 2 We also can pull emails from your IMAP server, if that suits you better.
  3. The Enter your IMAP details form is displayed.
    Enter your IMAP details form
    Complete the form as follows:
    • Provider: Other
    • Host: imap-mail.yahoo.com
    • Port: 993
    • Email address: (The Yahoo email address that you want to connect to eDesk)
    • Username: (Leave blank)
    • Password: (The password for your Yahoo email address)
    • Connection type: SSL
    • IMAP Folder: (Enter the name of the folder to pull emails from. If not specified, all messages in the Inbox will be pulled in)
    • Include subfolders: (Pull messages from any child folders belonging to the folder specified)
  4. Click Next
  5. All done!

05 Connecting with Outlook

  1. Enter the Outlook email address that you want to connect to eDesk.
  2. Select Option 2 We also can pull emails from your IMAP server, if that suits you better.
  3. The Enter your IMAP details form is displayed.

    Enter your IMAP details form

    Complete the form as follows:

    • Provider: Other
    • Host: imap-mail.outlook.com
    • Port: 993
    • Email address:  (The Outlook email address that you want to connect to eDesk)
    • Username: (Leave blank)
    • Password: (The password for your Outlook email address)
    • Connection type: TLS
    • IMAP Folder: (Enter the name of the folder to pull emails from. If not specified, all messages in the Inbox will be pulled in)
    • Include subfolders: (Pull messages from any child folders belonging to the folder specified)
  4. Click Next
  5. All done!
 

Note: Sometimes email providers update these settings. You can check the latest Outlook IMAP settings here.

 

06 Connecting with another Email Provider

  1. Enter the email address that you want to connect to eDesk.
  2. Select Option 2 We also can pull emails from your IMAP server, if that suits you better.
  3. The Enter your IMAP details form is displayed.

    Enter your IMAP details form

    Complete the form. IMAP details are specific to the individual email provider. You can often find them in the Help documents for the email provider. 

  4. Click Next
  5. All done!


Further Readings


To learn how to set up the From email address in your messages to customers, click here.

To learn how to connect your channels to eDesk, click here.