How to Set up & Configure Your Help Desk Inbox

Why are inboxes so useful?

• Organize tickets: Keep all customer requests, feedback, and comments in a single dashboard and sort them by status, priority, or category.
• Simplify support: Automate ticket assignment, use canned responses and integrate with other tools to save time and effort.
• Measure performance: Track metrics such as response time, resolution rate, and customer satisfaction to evaluate your team skills and improve your service quality.

In this article,

1. Set up and configure your inbox

2. Whitelist your domain

3. Manage inbox

To set up and configure your inbox:

1. In your ProProfs Help Desk account, navigate to Settings. The Inboxes page under Channels will open by default. Click "+New Inbox."

2. You have two ways to get tickets while creating a new inbox. You can either:

a) Connect external email

Use this method if you already have a dedicated email address for customers. It simplifies your process and gets every ticket in the inbox.

1. Email that I want to connect- Enter your existing customer-facing email address from which you want to import emails as tickets. 

2. Name in replies to recipients- Add a respondent's name to associate with replies to customer emails.

3. Assign your inbox to teams (optional)- Select single or multiple teams to which you want to assign any incoming email as tickets.

Once done, click "Create Inbox."

b) Create a new email

With this option, you can create an email address of your choice if the address is available. Use this method if you are creating an inbox for email addresses for customers for the first time.

1. Name in replies to recipients- Add a respondent's name to associate with replies to customer tickets. It should not be more than 30 characters.

2. Define the email address of your choice- Create a new email address. Use letters and numbers. No spaces or symbols. Maximum 20 characters.

3. Assign your inbox to teams (optional)- Select single or multiple teams to which you want to assign any incoming email as tickets.

Once done, click "Create Inbox."

How to Whitelist Your Domain

To prevent your emails from being delivered to spam or other folders other than your primary inbox, you can whitelist and verify your domain. SPF, DKIM, and DMARC help authenticate email senders by verifying that the emails came from the domain that they claim to be from. 

1. Click Whitelist Your Domain for the unverified inbox domains. A slider window will open.

2. Enter the domain name and click Add Domain. This will generate CNAMEs and their corresponding values. 

3. Add these CNAMEs to your DNS. You can contact your server team to complete this step. 

4. After adding the CNAMEs, click Verify to confirm the whitelisting process.

You will see the confirmation message once the verification is complete.

Manage Inbox

1. On the Inboxes page, you can see details about each inbox. If you want to change something, look for the three vertical dots icon with three vertical dots in the Action column and click it.

2. Among other options, you have the option to turn your shared inboxes on (active) or off (inactive) in the edit page.

And that's it! If you encounter any issues or have any questions, don't hesitate to reach out to our support team.