KDesk Email Integration and Sync

Email Intake and Sync

Email Intake turns incoming email into tickets by connecting a mailbox to your team. You can turn each inbox on or off, limit which messages are accepted, and choose whether messages should create tickets automatically.

In the KDesk App, open the Team navigation and select Email Intake. If you do not see it, email channels may be disabled for the workspace or your account may not have permission to manage integrations. This page is only available to team members, not contact users.

How Email Intake Works

Each inbox stores a mailbox connection and an optional ticket-creation rule. When messages arrive, KDesk can create tickets automatically using the title and description you choose. The page also shows recent email activity, active inboxes, and the latest tickets created from email.

You can manually refresh intake using the page controls. Run all processes every connected inbox, Run processes a single inbox, and Process tickets runs the ticket-creation queue. Each inbox card also has actions for managing the inbox, refreshing it, viewing activity, and deleting it.

Important: Email Intake uses placeholders in the title and description fields to build tickets from incoming messages. These placeholders are separate from the notification templates used elsewhere in Team Settings.

Inbox Settings Reference

Setting	What it does
Inbox name	Display name for the connected inbox inside KDesk.
Enabled	Turns the inbox on or off without deleting it.
Receive	Controls whether the inbox pulls incoming email for ticket creation.
Send	Controls whether the inbox can send messages, if your environment supports sending.
Domain lock	Restricts which sender domains are accepted for intake.

Ticket Creation and Defaults

Each inbox can create tickets automatically. When enabled, KDesk uses your title and description templates to generate the ticket's initial content. You can also set defaults for assignees, category, status, priority, ticket channel, and whether the ticket starts open or closed.

Setting	What it does
Auto-create tickets	Creates a ticket automatically for each eligible inbound message.
Title template	Creates the ticket title.
Description template	Creates the ticket description.
Assignees	Auto-assigns created tickets to specific responders or groups.
Category / Status / Priority	Applies defaults to created tickets.
Ticket channel	Routes the created ticket if needed.
Create as closed ticket	Creates tickets directly in a closed state.

Template Placeholders

Email Intake templates support placeholders that can insert message details into the ticket title or description. Use the placeholder picker in the editor rather than typing names by hand.

Recommended Example

Use a simple format that keeps the original email context easy to read.

Title example

New email received

Description example

Include the sender, subject, and message body here.

Testing and Troubleshooting

After saving an inbox, use the Email Intake page to confirm that messages are arriving and tickets are being created. The page updates as messages are processed, and the recent activity feed shows the latest intake activity. Use Refresh to reload data after changes.

If tickets are not appearing, first confirm that channels are enabled, the inbox is enabled, and receiving is turned on. Then check whether sender restrictions are blocking the message, and make sure auto-create is enabled if you expect tickets to be created automatically.

If you need deeper visibility, open the activity logs from within Email Intake to see recent processing events and how messages were handled.