Email: receiving and replying

Every service desk has its own address, shown under Settings › Channels, for example yourcompany@inbox.servaicedesk.com. Mail sent there becomes a case, with any attachments.

Using your own address

To keep an address people already know (for example support@yourcompany.com), connect a mailbox you control under Settings › Channels › Receive requests by email. Adding an address does not create a mailbox, grant mailbox access, configure forwarding or change the address used to send case replies.

1. Add your support address. A verification email is sent there. Enter its mailbox verification code in Channels to prove ownership. Codes expire after 24 hours; five incorrect attempts require a new code.
2. At your email provider, configure automatic forwarding to your service desk address, keeping the original recipient.
3. Choose Send forwarding check, then Refresh after its test email arrives through forwarding. The address shows Connected only after ownership and forwarding both pass. Test emails never create cases. Keep the forwarding rule enabled at your email provider.

Ownership not verified means the mailbox code is still needed. Ownership verified · forwarding not verified means you must configure forwarding and send a check. A failed send leaves the address saved but pending; retry using Send verification email or Resend verification email. Wait at least a minute between sends; further hourly limits may require waiting an hour. An unverified address does not reserve it across service desks; an address already verified for another desk cannot be claimed.

How replies stay on the same case

• Updates to requesters are sent with a reply address that belongs to their case, so their answer lands on that case.
• Only the requester, your staff or people kept informed can add to a case by email. Anyone else replying starts a case of their own.
• The quoted history under a reply is removed, so only the new text is added to the conversation.
• A reply to a resolved case reopens it and tells the owner. A reply to a closed case starts a new case linked to the old one.

What is ignored

• Out-of-office replies, automatic replies, bounces and no-reply senders
• A conversation that suddenly receives many automatic messages in a few minutes (a mail loop)
• Senders you blocked under People
• Mail matching your junk rules (sender, subject or body contains or ends with a value you set)

Acknowledgement emails

A “We received your request” email is off by default. Switch it on under Settings › Channels › Notifications if you want every new requester to get one.

In Settings › Channels, junk and email-intake rules show loading, save and removal errors. Refresh reloads the rules. Failed additions keep the values you entered; removing a rule asks for confirmation.