Email Integration

Qiscus Helpdesk allows you to integrate email so customer emails can automatically become tickets, and your replies from the Helpdesk are sent as emails.

There are two integration methods:

• Default SMTP (Qiscus-provided): Quickest setup, uses an auto-generated address at qticketing.qiscus.com.

• Custom SMTP (Masked Email): Lets you send replies using your own email (e.g., support@yourdomain.com).

  • Gmail SMTP (username + App Password)
  • Microsoft/Outlook SMTP (username + password)
  • Other/Custom SMTP (full SMTP settings)

How Email Integration Works

1. Define a Forward-to address (e.g., support-team@qticketing.qiscus.com) and an Alias (e.g., Your Company Support).
2. Configure SMTP credentials (Custom SMTP only). Run a Test Send to ensure replies can be sent with your masked address.
3. Configure forwarding rules in your email provider so all incoming emails are routed to Qiscus. When successful, incoming messages appear as new tickets.

Default SMTP Setup

Choose this if you’re fine using a Qiscus-managed address.

1. In Qiscus Helpdesk, go to Settings → Email.
2. Click Create Email Address.
3. Select Default as the SMTP Integration Type.
4. Enter a Forward-to address (Qiscus provisions it as {{local-part}}@qticketing.qiscus.com).
5. Set an Alias (e.g., Qiscus Support).
6. Save.

No further setup is required — emails sent to this address will immediately become tickets, and agent replies will be sent from the Qiscus-provided domain.

Custom SMTP Setup

If you want replies to appear from your own domain (e.g., support@yourdomain.com):

Step 1: Create the Email Channel

1. In Qiscus Helpdesk, go to Settings → Email.
2. Click Create Email Address.
3. Select your SMTP Integration Type (Gmail, Outlook, or Custom).
4. Enter the Forward-to address (e.g., support-team@qticketing.qiscus.com).
5. Set the Alias (e.g., Your Company Support).
6. Continue

Step 2: Configure SMTP and Run the Test

1. Choose the type of SMTP you want to use:

   • Gmail SMTP → Enter your Gmail email address + App Password.
   • Microsoft/Outlook SMTP → Enter your Outlook/Microsoft email address + Password.
   • Other/Custom SMTP → Fill in all SMTP details (server, port, encryption, username, password, etc.).

2. Scroll to the Test Send section:

   • Enter a recipient email address where you want to receive the test message (can be your personal/work inbox).
   • Click Send Test.

ℹ️ What to expect

• Success: You’ll receive a test email where the From address matches your masked email (e.g., support@yourdomain.com). This confirms agent replies will use your domain.
• Failure: Qiscus will show an error. Double-check credentials, Gmail App Password (not regular password), or whether SMTP AUTH is enabled in Outlook/Microsoft.

Step 3: Configure Forwarding Rules

1. Set up email forwarding from your provider to the Qiscus address created in Step 1.

   • Gmail: Add a forwarding address → confirm Gmail’s verification email (arrives as a ticket in Qiscus) → enable “Forward a copy”.
   • Microsoft/Outlook:
     • Direct Forwarding: Settings → Mail → Forwarding → enable forwarding → enter your Qiscus address.

ℹ️ What to expect

• Success: Emails sent to your support address will appear as new tickets in Qiscus Helpdesk. Agent replies (validated in Step 2) go out using your masked domain.
• Failure: No tickets appear. Check if the Gmail/Outlook forwarding confirmation email arrived in Qiscus, and confirm it. Also ensure the sender is not an internal Helpdesk user, since tickets are only created for requesters/customers.

After Setup — Success Flow

1. Outgoing (Step 2 success): Agent replies are delivered with your masked From address (e.g., support@yourdomain.com).
2. Incoming (Step 3 success): Emails sent to your support mailbox are automatically converted into tickets in Qiscus Helpdesk.

This completes the loop:

Customer email → Ticket created in Qiscus → Agent reply → Customer receives email from your domain.

FAQs

Q: Step 2 test keeps failing for Gmail. Why?

A: Most likely you entered your regular Gmail password instead of an App Password. Google requires App Passwords for SMTP integration. Enable 2-Step Verification and generate an App Password in your Google Account settings.

Q: Step 3 forwarding test doesn’t create a ticket. Why?

A: Make sure the test email is sent from a customer/external email address. If the sender is an internal Helpdesk user (listed in User Administration), Qiscus will ignore it because tickets should only be created by

Conclusion

Integrating email into Qiscus Helpdesk ensures that every customer message sent to your support mailbox is captured, tracked, and responded to within a single platform. With Default SMTP, you can get started instantly, while Custom SMTP gives you full control to send replies from your own domain for a more professional and trusted experience. Once both SMTP testing and forwarding rules are successfully configured, you establish a complete communication loop: customer emails automatically become tickets, and your replies are sent back using your branded email identity. This not only streamlines support workflows but also strengthens customer trust by keeping interactions consistent under your company’s domain.