Connecting your email inbox

Connecting your email inbox to Deskwoot lets you manage email conversations alongside your other support channels in one unified workspace. Whether you use Gmail, Outlook, or a custom mail server, Deskwoot supports standard IMAP/SMTP protocols to pull in incoming messages and send replies directly from the platform.

Step 1: Configure IMAP for incoming mail

IMAP allows Deskwoot to periodically check your mailbox for new messages and automatically create conversations from them.

1. Navigate to Settings > Inboxes > Add Inbox and select Email.
2. Enter your IMAP server address (e.g., imap.gmail.com for Gmail or outlook.office365.com for Outlook).
3. Set the port. Typically 993 for SSL connections.
4. Enter your email credentials (email address and password or app-specific password).
5. Click Test Connection to verify that Deskwoot can reach your mail server, then save.

Step 2: Configure SMTP for outgoing mail

To reply to emails through Deskwoot, you also need to set up SMTP so outgoing messages are sent from your own email address.

1. Enter your SMTP server address (e.g., smtp.gmail.com).
2. Set the port. Usually 587 for TLS.
3. Provide your email credentials.
4. Send a test email to confirm outgoing mail works before saving the configuration.

Email threading

Deskwoot automatically threads email replies into existing conversations using standard email headers such as In-Reply-To and References. When a customer replies to a previous email, the response appears as a new message within the same conversation rather than creating a duplicate. Keeping your inbox clean and context intact.

Troubleshooting common issues

• Authentication failures: If you use Gmail or another provider with two-factor authentication enabled, you will likely need to generate an app-specific password instead of using your regular account password.
• Connection timeouts: Double-check that the server address and port are correct. Ensure your firewall or hosting provider is not blocking outbound connections on ports 993 or 587.
• Emails not appearing: Verify that the IMAP folder Deskwoot monitors (usually the Inbox) contains the messages you expect. Also confirm that no server-side rule is moving mail to a different folder before Deskwoot fetches it.

Best-practice tips

• Use a dedicated support email address (e.g., support@yourdomain.com) rather than a personal inbox to keep customer conversations separate.
• Always test both incoming and outgoing connections after setup by sending yourself a quick message and replying through Deskwoot.
• Keep your email credentials up to date. If you rotate passwords, remember to update them in Deskwoot as well to avoid sync interruptions.

Frequently asked questions

Can I connect more than one email address?

Yes. You can add multiple email inboxes by repeating the setup process under Settings > Inboxes > Add Inbox. Each address will appear as a separate inbox in your dashboard.

Will connecting Deskwoot remove emails from my mail server?

No. Deskwoot uses IMAP, which syncs a copy of your messages. The original emails remain on your mail server unless you delete them there.

Do I need to allow "less secure apps" for Gmail?

Google has deprecated the less-secure-apps option. Instead, enable two-factor authentication on your Google account and create an app password specifically for Deskwoot.