A Support email address is the main point of contact for any customer purchasing from you. 

Connecting your Support Email will allow all your emails to flow into eDesk.

All messages will continue to be delivered to your Support mailbox and it will also update when you send messages from eDesk.


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 a Support Email Address. 
 

01 How do I connect a Support Email in eDesk?

  1. Go to the App Store and, in the Support Email & Comms section, click the tile for your Email provider. 
    Support Email & Comms tiles
  2. The App Store page for your Email provider provides an Overview of how the channel works with eDesk, and an Installed Channels tab will also be shown if you have already installed apps for email accounts from that provider.  Click Install App to go ahead and install a new email account.
    Install App button


02 Connecting with Gmail

  1. Click Authorize eDesk.
  2. Sign into the email account.
  3. Click Allow so that eDesk (named xSellco Helpdesk) can access the email account.

Note: The channel is set up using the Gmail/Google App which pulls emails via IMAP and sends emails from the account address


03 Connecting with Yahoo

  1. Enter the email address.
  2. Select an option:

IMAP

Enter the account IMAP details

Yahoo IMAP

  • Provider: Other
  • Host: imap-mail.yahoo.com
  • Port: 993
  • Email address: Account email address
  • Username:
  • Password: Account password
  • 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


04 Connecting with Outlook

  1. Enter the email address.
  2. Select an option:

IMAP

Enter the account IMAP details

Outlook eDesk IMAP

  • Provider: Other
  • Host: imap-mail.outlook.com
  • Port: 993
  • Email address: Account email address
  • Username: Not mandatory
  • Password: Account password
  • 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


05 Connecting with another Email Provider

  1. Enter the email address.
  2. Select an option:

IMAP

Enter the account IMAP details

Email IMAP eDesk
Note: IMAP details will be specific to the mail client, these can often be found in the Help documents for the mail client. Click here for more information on Sending Modes.


06 Where do I see data from the Support Email in eDesk?


Now that you successfully connected your Support Email Address, we will import data directly into your eDesk account.

You will be able to see all your customer emails directly on the Mailbox screen, along with the SLA (Service Level Agreements) response time:


Further Readings

 

If you would like to find out more about connecting Amazon with eDesk, click here.

If you would be interested in learning more about connecting eBay with eDesk, click here.