# Email

Email inboxes let EasyDesk receive and send customer messages through a support address such as `support@example.com`.

Use email when customers already expect to contact your team by email, when replies need a full written trail, or when your support process depends on shared mailbox ownership.

## Add An Email Inbox

Go to **Settings -> Inboxes -> Add Inbox -> Email**.

The exact setup depends on your mail provider. In most teams, you will configure one of these paths:

* Forward incoming mail to EasyDesk.
* Connect an IMAP mailbox for incoming mail.
* Configure SMTP for outgoing replies.

After setup, send a test email from an outside address and reply from EasyDesk.

## Deliverability Checks

Before launch:

* Confirm inbound messages arrive in the correct inbox.
* Confirm outbound replies reach the customer.
* Check sender name and reply address.
* Review spam placement for the first test replies.
* Verify any DNS records your mail provider requires.

If replies land in spam, review SPF, DKIM, DMARC, and your sending domain reputation.

## Assignment And Ownership

Assign agents to the email inbox before launch. If the inbox handles multiple types of customer requests, use labels, teams, or automation rules to separate the work.

## Good Practices

* Use a shared address customers recognize.
* Avoid connecting personal mailboxes for team support.
* Set business hours and expectation messages.
* Keep automated replies short and clear.
* Review failed delivery reports quickly.

Email support works best when every customer message stays in EasyDesk from first reply to resolution.

### Microsoft Mailbox Setup

Use a Microsoft mailbox when your support address is hosted in Microsoft 365 or Outlook. Before connecting it to EasyDesk, ask your Microsoft administrator to prepare an app registration for the mailbox connection.

You will usually need:

* An Azure App ID for the Microsoft application.
* An app secret created for EasyDesk.
* Permission to connect the mailbox that sends and receives support email.
* Admin consent if your Microsoft tenant requires approval for connected apps.

After the Microsoft details are added in EasyDesk, return to the email inbox setup and send a test message from an outside address. Then reply from EasyDesk to confirm both incoming and outgoing mail work.


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