Email Integration

Connect a mailbox and customer emails turn into tickets. Agent replies go back out through the same mailbox, so customers see the conversation as a normal email thread.

Connecting a mailbox

Under Settings → Email Accounts, click Add Email Account. For Gmail or Microsoft 365, sign in via OAuth, no app passwords, no IMAP/SMTP credentials to copy around. For other providers, supply IMAP details for receiving and SMTP details for sending; we'll test both before saving.

If the test fails, the error message will tell you which side is failing and roughly why. The usual culprits are firewall rules and stale credentials.

What happens after that

Fesk checks the mailbox on a short interval. New messages become tickets: subject as title, body as description, sender as the customer contact, attachments preserved (up to 10 MB per file by default).

Replies to an existing thread are matched by message headers and appended to the existing ticket as comments, not new tickets. When an agent replies from inside Fesk, the message is sent through your configured SMTP and looks (to the customer) like a normal reply from your support address.

Checking email delivery

If outbound mail is landing in spam, check your sending domain's authentication first. Three DNS records matter:

• SPF: lists which servers are allowed to send mail as your domain
• DKIM: cryptographically signs outbound mail so the recipient can verify it came from you
• DMARC: tells receivers what to do when SPF or DKIM fails (and asks them to send you reports)

Fesk checks alignment on every outbound message and shows a warning banner in settings if any of these are missing or misaligned. The Email Integration settings page has copy-paste DNS values for your domain.

Several inboxes at once

You can connect as many mailboxes as you need, support@, billing@, sales@, security@, separate domains for separate brands. Each mailbox can have its own default label or ticket type so messages route themselves on the way in.