Email Channel Integration

On the Desk360 panel, you can follow up on your customer requests that reach out to you directly via your email address. To enable this, activate the email channel by navigating to Product and Channels > Edit Channels > Email. There are two ways to manage all customer emails in this channel.

1. Desk360 email server

When you add your product to Desk360 and enable the email channel, Desk360 creates an email address for your specific product, like [e-mail]. You can view this address under the Desk360 Email Server list and opt to use it as the default email address for support requests. If you’re using more than one email for support, you can forward them to the address created by Desk360 and use it to manage all incoming messages. To integrate your own email address, just enter your DNS settings to your email server after entering the current address in the Your Own Email field.

2. Your own email server

If you wish, you can send and receive emails via Desk360 using your own email servers. To do this, just click on the Your Own Email Server tab and enter the necessary SMTP settings.

If you need to use your own server or a third-party email provider such as Gmail, Outlook, or Yandex, you can make use of this option to create and respond to support requests.

• If you have your own server, you can find the IMAP and SMTP server addresses by either contacting your service provider or with a simple web search. For example: xyz hosting imap and smtp settings

• For Gmail, follow these instructions: https://support.google.com/mail/answer/7126229

• For Yandex, follow these instructions: https://yandex.com/support/mail/mail-clients.html

• For Outlook, follow these instructions: https://support.microsoft.com/en-us/office/pop-imap-and-smtp-settings-for-outlook-com-d088b986-291d-42b8-9564-9c414e2aa040

• For other third-party providers, search for this on any search engine and follow the necessary steps: <provider name> imap smtp settings For example: hotmail imap smtp settings‌

Having trouble?

Certain users may experience issues with email integration while setting up their own email servers due to the security precautions of the infrastructure they employ. If you're using the Gmail infrastructure and you're having trouble with the integration, please try the following:

You need to enable the two-step verification feature for the email account you want to integrate. To enable two-step verification, simply click this link and follow the steps. After you’ve enabled two-step verification, create an application password. To create the app password, follow the instructions you can find by clicking here. After you've completed these steps, return to the SMTP settings and use the e-mail address you want to integrate as the username and the application password you just created as the password.

If the third-party providers’ solutions don’t work, please feel free to contact us.

Email Template

To reply to your customers via email, first you need to prepare a template by clicking Email Template under Products and Channel > choose a product > Email. You can view the message content you will send to the customers from the Preview screen on the right side of the screen and you can easily finalize your edits. Here is the list of headings that will appear on the Customize your template screen:

Title	Description
Email Subject	Subject for the email to be sent.
Email Title	Title of the email text.
Email Content	Description about email content.
Bottom Note	Notes for the user at the end of the email page.
Website URL	The web site URL of your product.
App Store URL	The URL of the App Store page for your product.
Google Play Store URL	The URL of the Google Play Store page for your product.
Terms URL	User Agreement URL of your product. On the preview screen, you can check if the URL has been added by clicking this link.
Privacy URL	Privacy Agreement URL of your product. On the preview screen, you can check if the URL has been added by clicking this link.
Show Header Image	Determine whether the image shown in the preview is included in the email content or not.

Click Save to save your changes and create your email template.