Deskpro Cloud offers cloud-hosted Email accounts with addresses ending @yourcompany.deskpro.com. By default, you will have a contact@ account linked to the Support Department; you can edit this or add more accounts.

You could ask Users to submit Tickets to these deskpro.com accounts, but you would probably prefer to use your existing support addresses, like help@yourcompany.com.

You can configure Deskpro to use a custom Email address. Users will only see the custom Email address you set up: e.g. they would send an Email to help@yourcompany.com and receive an Email from help@yourcompany.com, without ever seeing the @yourcompany.deskpro.com address.

To set up a custom Email address:

1. In Channels > Email > Accounts, select or create the Cloud account you want to use by clicking on New and check Email Address. Enter the custom address you want to use.

1. Configure your Email system to forward all mail sent to the custom address to the Deskpro Cloud account: e.g. forward from contact@yourcompany.com to contact@yourcompany.deskpro.com. Consult the documentation for the Email system you use (e.g. Exchange, Gmail) to find out how to do this.

2. Set up how outgoing Email will be sent; e.g. mail from the custom address. There are three options:

   1. Send mail through Deskpro: Sends Email from our Cloud servers; you will need to make some DNS changes to ensure Email isn’t marked as spam. See the section  Email Handling Options for details.

   2. SMTP sends Email using your SMTP server.

   3. You will need to provide some SMTP settings.

If you don’t know these, you will probably be able to find them by looking at the settings of your Email client.

Gmail or Google Apps: If you have 2-step verification enabled on the Google account, create an application-specific password and enter that.