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Configuration

Email inbox

Connect your support email address so its mail shows up in DeskAI’s Email Inbox, and replies to tickets come back onto those tickets.

IMAP (incoming)

Go to Admin Portal → Email Settings and enter:

  • IMAP Host: for example imap.gmail.com
  • Username: your support email address
  • Password: your email password or app password

What happens to incoming email

  • New emails stay in the Email Inbox until an agent clicks Convert to ticket. The new ticket gets the same routing rules, automations and AI triage as any other.
  • Replies to a ticket (matched by email headers, the [Ticket #123] tag in the subject, or the same sender and subject) are added to that ticket’s timeline, and a resolved ticket reopens. DeskAI checks for replies about once a minute while anyone on your team is signed in; Check inbox now in Email Settings checks straight away.
  • A client with its own inbox (MSP) only has replies matched to that client’s tickets.

SMTP (outgoing)

To send replies from the ticket view:

  • SMTP Host: for example smtp.gmail.com
  • Port: 587 (TLS) is recommended
  • Same username and password as IMAP

Gmail tip

Enable 2-Step Verification on the account and use an App Password rather than your main Gmail password. Google → Account → Security → App Passwords.