Email settings

It is possible to receive and send e-mails in EddyDesk. When a new email arrives, it will create a new request or new reply will be added to a previous one. In case the email came from an unfamiliar user - it will be created and a notification about registration in the system will be sent to him (the notification template can be disabled or edited in the "Notifications" menu).


You can connect an unlimited number of mailboxes in the system. For each department can be assigned its own incoming and outgoing mailbox.


1. Setting up incoming emails

2. Setting up outgoing email

3. Connecting Gmail:

  • Standard 2FA Gmail box connection;
  • 2FA Gmail box connection using an application password.

You can set up your incoming email in the system in the "Management" -> "Setting up communication channels" section:


You can add a new channel or edit an existing one. Following settings are available there:

1) Outgoing mail


  • E-mail - emails will be sent from this address;
  • User name/Password - using for SMTP authentication. If there is no user name, you may just copy email address there; 
  • Type - type of server (EddyDesk supports POP3, IMAP and boxed version of MAPI protocol);
  • Server address
  • Port;


2) Ingoing mail

EddyDesk will suggest you to choose one of the popular mail clients and some settings will filled in automatically or you can choose "Other" and make a custom settings.



You can find out the address of your mail server on the official support pages of the mail client; in exceptional cases you will need to contact the administrator directly.


Please pay attention when settings are done, system will receive the last 100 letters that may already be stored in the mailbox. Accordingly notification letters will be sent to users (you may disable them in the "Notifications" section when setting up incoming mail).


Additionally, you can check the correctness of the entered data using the following functions:

  - system tries to connect to the email address. If settings are correct, the "Connection successfully established!" notification will be showed. 
 - all information about errors and warnings is stored in the log file, up to 500 records. Once opened, you can also download the log file, which will include the last 8,000 entries;

We strongly recommend you not to use the same mailboxes in the system as user emails (which are authorized in the system) and system mailboxes (which connect to departments and in global settings), as this can lead to loops in messages within the system, or ignore mails.


Thus, if you use one mail for authorization, for example, as for the administrator - it is not recommended to use this mail somewhere else.


Outgoing email in "Global Settings" is responsible for outgoing mail from this address by default. This means if no outgoing mailboxes are specified in the departments, the system will send mails from the mailbox specified here.

This mailbox is also responsible for sending system notifications: about user registration and password reset.


By default, the Outgoing mail settings use our servers and  there's a good chance that emails will be marked as spam on the recipient's side and be harder to spot. Also, if you exceed the maximum number of emails sent through our servers in a short period, automatic blocking will occur.

The limit is 500 per day. We do not recommend to use it - the chance that the emails will go to spam is very high.


To connect a Gmail box with two-step authentication please do the following steps:


1. Turn off 2-Step Verification

2. Open the link and click the button, wait 10-15 minutes without closing the tab. Then check the incoming mail again.

3. Enable access to less secure applications


4. Activate the "Access via POP" or "Access via IMAP" option in the e-mail box settings.

You can use IMAP or POP with third-party clients to access your Gmail mail.

IMAP allows you to access Gmail on multiple devices at once. Messages are synchronized in real-time if you're using IMAP.

With POP, you can enable access only on one computer. Your e-mails won't be synchronized in real-time, they'll be downloaded to the client as often as you'd prefer.




Let's also consider connecting your Gmail box with two-step authentication using app passwords:


1. Give access to the app.


2. Create a password for the app as described in the instructions.


3. The address of the mail server and its settings can be found at the official page of the resource, according to the selected IMAP or POP protocol. 


4. Use the received application password in the "Authentication" block instead of the e-mail password

To configure the Inbox, use the application password instead of the e-mail password as well.


5. Check the operation of the connected mailbox. 


If there are any problems, check whether the option "Enable POP" or "Enable IMAP" is checked in the e-mail box settings: