QueuePower
Try it free
All guides

Getting started

Connect your support mailbox

Customers keep emailing the address they know. QueuePower reads the mailbox every five minutes, turns new mail into tickets, threads replies onto the right one and sends your replies from that address. No migration, no "sent via" footer.

5 steps · 5 min read

Before you start

  • Admin access to the workspace.
  • For Microsoft 365: a work sign-in that can see the shared support mailbox.
  • For any other provider: the IMAP and SMTP settings and, for Gmail or Google Workspace, an app password.
  1. 1

    Open Settings → Mailbox

    Choose Microsoft 365, or Other (IMAP / SMTP) for Gmail, Google Workspace, Fastmail, iCloud, Yahoo, Zoho, on-premises Exchange and self-hosted mail.

  2. 2

    Microsoft 365: sign in and name the mailbox

    Sign in with your work account, then enter the support mailbox's address (a shared support@ mailbox, say) and save. Access is checked first, and nothing is read until you save, so your personal inbox never becomes tickets.

    You’ll see: If your organisation only lets IT approve mail apps, a one-click approval link appears to send them. They approve once for the whole organisation.

  3. 3

    IMAP and SMTP: enter the settings and test

    Enter the server details and the password or app password. The connection is tested before it is saved; nothing is stored until the test passes.

  4. 4

    Check the first tickets

    Within five minutes new mail appears on the Tickets page. Processed mail is marked read in your mailbox. Bounces and mailer-daemon mail never become tickets; newsletters are filed as "Not a support request" with nothing sent back.

  5. 5

    Keep an eye on health

    Settings → Mailbox shows the connection's health, the sender-check pass rate for the last 30 days, and a button to poll on demand. If the mailbox stops working, nothing is sent from any other address: each reply is kept on the ticket marked as not delivered, to send again once the mailbox is back, and every page says it needs attention.

Good to know

  • Replies to a closed ticket reopen it, unless it was escalated to your help desk. Matching uses the email thread, or the subject alone for tickets updated in the last 30 days.
  • Attachments and pasted screenshots show on the ticket but are never copied: they are fetched from your mailbox when someone opens them.
  • Passwords and sign-in tokens are encrypted before they are stored.

Related guides