To effectively manage customer support and ticketing via email, you can create an Email inbox in the ShopJets Customer Support App. This comprehensive guide will walk you through the entire process.

This document is divided into three sections:

Creating an Email Inbox

Settings for Gmail Users

Creating a Microsoft Email Inbox

How to Create an Email Inbox

Step 1 : Open your dashboard, navigate to Settings → Inboxes → Add Inbox.

Step 2 : Click on the "Email" icon and then Click on other providers.

Step 3 : Enter the channel name and your support email. Then, click the Create Email Channel button.

Step 4 : Add agents to your email inbox. This step ensures that the correct team members can access the inbox. Once agents are added, your Email inbox is successfully created.

Step 5 : Configure your email settings. Go to Settings → Inboxes → Email Inbox Settings → Configuration tab.

You will find three main settings here:

• Forward to Email
• Configure IMAP
• Configure SMTP

Each of these settings is explained below

How to Forward Emails

Step 1 : Copy the "Forward to Email Address" from the Configuration tab under Inbox Settings.

Step 2 : Configure this copied email address as the forwarding address in your email inbox settings.

P.S. Check the Gmail section below to learn how to add a forwarding address in Gmail.

Step 3 : Send a test email to the forwarding address and verify its receipt in the ShopJets email inbox.

How to Configure IMAP for the Email Channel

If you are using Gmail, scroll down to the IMAP section for Gmail below.

Step 1 : Go to Settings → Inboxes → Email Inbox Settings → Configuration tab.

Step 2 : Select the checkbox Enable IMAP configuration for this inbox. You will see the following fields.

Note: If you are using a Gmail account with 2FA enabled, refer to the section on generating an app password for Gmail. For regular Gmail accounts, refer to the section on allowing less secure access to Gmail.

Step 3 : Test the IMAP configuration by sending an email to the configured address. Check the ShopJets inbox to ensure the email is received correctly.

How to Configure SMTP for the Email Channel

Step 1 : Go to Settings → Inboxes → Email Inbox Settings → Configuration tab.

Step 2 : To enable SMTP, select the checkbox Enable SMTP Configuration for This Inbox. Complete the following fields:

Note: If using Gmail with 2FA enabled, follow the steps to generate an app password. .

Step 3 : Open an existing email conversation. Type a reply and click the Send button. Verify the delivery of the email by checking the recipient's inbox.

Settings for Gmail Users

How to Enable IMAP for Gmail Inbox

Step 1 : Open your Gmail inbox, click the Settings icon in the top-right corner, and select See All Settings.

Step 2 : Navigate to the Forwarding and POP/IMAP tab.

Step 3 : Under the IMAP Access section, choose Enable IMAP and Save Changes..

How to Generate an App Password for Gmail

Note: This option is for Gmail accounts with 2-step verification enabled or those managed by an organization.

Step 1 : Go to Google Account Security.

Step 2 : Under the How you sign in to Google section, click 2-step Verification and then click App passwords.

Step 3 : Type a name and click Create Use the generated password to configure IMAP/SMTP settings for your email inbox.

How to Add a Forwarding Address for Gmail

Step 1 : Open your Gmail inbox, click the Settings icon in the top-right corner, and select See All Settings.

Step 2 : Navigate to the Forwarding and POP/IMAP tab.

Step 3 : Click the Add a Forwarding Address button, enter the forwarding email address from ShopJets, and click Next.

Step 4 : Confirm the forwarding address. A verification code will be sent to the forwarding address.

Step 5 : Copy the verification code from the inbox.

Step 6 : Paste the verification code into Gmail and click Verify.

Step 7 : Select Forward a copy of incoming mail and choose the desired action from the dropdown. Click Save Changes to complete the setup.