Connect email

On this page you arrange two things: which address Teamdock sends email from, and which mailboxes put their incoming mail into the Inbox as tickets. Everything is under Settings → Messages → Email.

How it fits together

The sending domain is your own domain (e.g. mail.yourcompany.com) that Teamdock sends mail from. You add a few DNS records for it. This is the recommended way.
A mailbox is an address you send from, such as support@ or invoices@. A mailbox sends through your verified domain, or through your own mail server (SMTP).
If you turn on Sync this inbox into tickets for a shared mailbox, Teamdock reads that inbox over IMAP and every new customer email becomes a ticket.

When you reply to a ticket, the reply goes out from the mailbox the customer wrote to. If there isn’t one, it goes out from your default sending address.

Setting up a sending domain

Go to Settings → Messages → Email.
Under Sending domain, enter the domain you want to send from, for example mail.yourcompany.com, and click Set up.
Teamdock shows a table of DNS records (Type, Name, Value). Add them exactly as shown at the company that holds your domain (your registrar or hosting provider).
Click Verify. If DNS hasn’t updated yet, you see “Not verified yet”. Try again after a few minutes. The status also updates on its own.

When it says verified · mail sends from your domain, you’re done.

Adding a mailbox

Under Mailboxes, click + Add mailbox.
Enter the Address (e.g. support@yourcompany.com), a Display name (what the customer sees as the sender) and the Purpose: Support, Invoices, Sales, General or Personal (employee).
Under How does this address send? choose:
- Via your verified domain, if your sending domain is ready.
- Via your own mail server (SMTP), if you can’t add DNS records.
Leave Can send from this address on. Tick Use as the default sending address for your main address.
Want the mail in this inbox to become tickets? Tick Sync this inbox into tickets and fill in the IMAP details (see below).
Click Save mailbox.

Each mailbox then appears as a card in the list, with labels such as default, own SMTP and → tickets. Use Edit and Delete to change it.

IMAP details (receiving)

Fill in the IMAP server, IMAP port (usually 993), user and password. Click Test IMAP to check the connection before you save.

SMTP details (sending through your own mail server)

If you choose Via your own mail server (SMTP), you also fill in:

SMTP server and SMTP port. Use port 587 (STARTTLS). Teamdock suggests an SMTP server based on your IMAP server.
Same login as IMAP: leave on if you send with the same username and password. Turn off to enter a separate SMTP user and SMTP password.
Save a copy in the Sent folder: so your replies also show up in Outlook or on your phone. Under Sent folder (optional) you can name the folder; leaving it blank detects it automatically.
Allow insecure certificate: only needed if your mail server’s certificate is issued for another name.

Click Test SMTP to check it.

Gmail and Microsoft 365

Gmail / Google Workspace: use imap.gmail.com and smtp.gmail.com (port 587), your full email address as username and a 16-character app password, not your normal password. Create it in your Google Account under Security, 2-Step Verification, App passwords. In Workspace the admin must allow IMAP and app passwords. A copy in Sent isn’t needed with Gmail: Gmail does that itself.
Microsoft 365 / Outlook: use outlook.office365.com and smtp.office365.com (port 587). The admin must enable IMAP and “Authenticated SMTP” for this mailbox.

If you type a server name that doesn’t exist, such as imap.google.com, Teamdock suggests the right one. Click Use it to take it over.

Which emails become tickets? (Ticket filter)

Under Ticket filter you decide which synced mail becomes a ticket. With Use the filter on, newsletters, automatic notifications and mail from no-reply addresses don’t become tickets. A mail that answers an existing ticket always comes through. Nothing is lost: the mail stays in your mailbox.

Always ignore: one address or domain per line, e.g. news@supplier.com or accounts.google.com.
Always let through: beats every other rule. Useful for marketplaces that email from a no-reply address, such as marktplaats.nl.

Click Save to keep the rules.

Under Skipped e-mails you see what the filter held back and why (for example Newsletter or No-reply sender). Click Make it a ticket to turn it into a ticket after all, or Let sender through to let that sender through from now on as well. Skipped emails stay in this list for 30 days. Attachments don’t come along when you make a ticket later; they are still in your mailbox.

Your email signature

Under Email signature you build the signature that goes under your replies.

Turn on Add signature to outgoing emails.
Add blocks: Text, + Divider or + Row. In a row you place items side by side: + Logo (via a link to your logo), + Text and + V-divider.
Put the blocks in the right order with the arrows and check the result under Preview.
Click Save at the top.

Brand colour at the top of the page sets the accent colour of automatic emails, such as invoices and calendar invites.

Troubleshooting

IMAP failed. Check the server, port and password. Gmail and Microsoft 365 often need an app password or an admin setting (see above).
Nothing is being sent. You then have no verified sending domain and no mailbox with its own SMTP. Set up one of the two.
A customer email isn’t in the Inbox. Look under Skipped e-mails. Click Sync email in the Inbox to fetch right away instead of waiting.
Replies don’t show up in my mail program. Turn on Save a copy in the Sent folder for that mailbox.