DaoDesk is able to receive and send e-mail from the system. When a new email is received from a user, a new request will be created in the helpdesk, or the reply will be added to an existing ticket.

If the email comes from an unknown user - it will be automatically created and by default a notification about registration in the system will be sent to him (the template-notification can be disabled or edited in the “Notifications” section).

You can connect an unlimited number of mailboxes in the system. If you use several Departments (departments of the company), each of them can be assigned its own incoming and outgoing mailbox, and then letters will be sent from the mailbox connected to the department where the request is currently located.

For example, you have two departments: Support and Accounting. You can connect a conditional mailbox support@gmail.com to the Support department and payments@gmail.com to the Accounting department. When a user writes an e-mail to the support@gmail.com box, the request will be created in the “Support Department” department by default, and the employees' replies will be sent to the client from the same box (specified as the outgoing box) until the request changes the department. All unread messages in the “Inbox” folder will be checked every 5-7 minutes and then will be sent to the helpdesk as requests. If you read an email in your email client, it will not go to DaoDesk - only those emails that remain unread will go to DaoDesk.  

1) Before connecting your mail, be sure to enable two-factor authentication, if it is not already activated. To do this, click on your avatar in the top right corner, then select “Manage your Google Account”. Go to “Security” → “Two-step authentication” and follow Google's instructions to activate it:

2) Go to your mailbox and click on the gear in the top right corner:

3) Select the “Forwarding and POP/IMAP” tab and scroll down the page to the “IMAP Access” section. Select the “Enable IMAP” checkbox and save:

4) Go back to “Security” in your Google account settings and open “Two-step authentication”:

5) Find “App Passwords” and create a new password:

6) Sign the apps password with “DAO” or whatever you prefer:

7) Copy the created application password:

8) In DaoDesk, open the “Channel Settings” menu and add a new channel:

9) In the channel list, select “Email” and specify the department where applications will be created from incoming emails by default. Then add boxes for outgoing and incoming mail:

10) Connect the desired boxes, and make sure to use the application password copied earlier from step 7 as the password. A regular box password won't work, you need the application password. You can only connect to Gmail with encryption - by default, the system selects SSL.

11) After connecting your mails, you can check if they work by clicking on the “test connection” button next to each mailbox:

Additional information:

1) After customization, the system will accept the last 100 unread emails for the day, which are in the “Inbox” folder. From other folders, for example “Spam”, emails will not get into the system!

After accepting applications from the mail, emails will be sent to users with notifications about the creation of the application. Therefore, if necessary, disable templates-emails about request creation in the “Notifications” section before configuring the inbox.

2) If an email was read before it was read by the system, it will not show up in DaoDesk. To do so, it must be made unread again.

3) We strongly discourage using the same mailboxes in the system in the form of user mailboxes (which are authorized in the system) and system mailboxes (which are connected to departments and in global settings), as this can lead to looping of messages within the system, ignoring emails, etc. For example, if you use one mailbox for authorization as a user (whether it's a client or employee), then don't use that mailbox as inbox or outbox!

4) If you have connected the box, but emails are not being sent/received, we recommend opening the “error log” - this is where the records and errors returned by the mail server you are using are stored. For example, the error “Authentication failed, invalid credentials!” means that the data for authorization were entered incorrectly. Knowing the error and/or its code, you can understand the cause of the problem: incorrect login credentials, closed ports, problems on the mail server side, etc.: